Direct Fulfillment Officer, RBWM

Job description

Direct Fulfilment Officer
UAE, Dubai


About HSBC
HSBC is one of the world's leading banks, with a network covering 67 countries and territories. Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits. We have roles in retail, commercial, investment and private banking and a range of operational and functional teams.

Role Overview
To contribute towards the growth of Direct Channels by contributing towards the growth of revenue in Sales by using the Global RBWM EDRAS model to ensure a needs based approach is followed, with a pre-defined and agreed ‘Minimum Performance Standards' achieved which will be measured by a number of Key Performance Indicators (KPIs)
Acquisition of good quality business, good customer service and handling customer contacts through a contact plan within a revenue generating environment, typically on multiple products and or propositions.
Responsible for achieving individual MPS and KPIs whilst maintaining the required sales quality standards and in adherence to the banks behavioural and compliance guidelines.
When required to support different channels within Sales and Distribution.
The role requires being mobile in order to meet customers at their premises or preferred location to secure the required business.

Duties & Responsibilities

· Contribute towards the growth of Direct Channels by increasing the growth of revenue in Sales from allocated territory or channel
· Use the Global RBWM EDRAS model to ensure a needs based approach is followed
· Achieve the pre-defined and agreed ‘Minimum Performance Standards'
· Achieve all required Key Performance Indicators (KPIs)
· Acquire good quality business
· Maintain good customer service
· Handle customer contacts through a contact plan within a revenue generating environment, typically on multiple products and or propositions.
· Responsible for achieving individual MPS and KPIs
· Maintain the required sales quality standards
· Adhere to the banks behavioural and compliance guidelines
· When required, support different channels within Sales and Distribution.
· Being mobile in order to meet customers at their premises or preferred location to secure the required business.
· Handles contacts with customers in a polite and professional way, instilling customer confidence and endeavouring to resolve customer's issues at first contact where possible
· Generates customer loyalty through strong knowledge of key products and services
· Owns and resolves issues and understands how and when to escalate
· Provides excellent customer service where possible, be able to own customer complaints and complex customer calls by keeping up to date on training and internal communications
· Manage daily activity and ensure all leads received are fulfilled to the highest standards as set out by the team leaders
· Call back customers within the agrees SLA and achieve expectation of both customers and business
· Fulfilment of Digital Leads & other Business Channels (Premier Direct, Inbound, Outbound, CVM, etc )
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
· Maintains HSBC internal control standards
· Maintain professional relationship with Internal Customers and Regulators and adhere to the standards of fair dealing
· Maintain and observe HSBC internal control standards
· Continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and management restructures

Desired profile

Qualifications :

Experience & Qualifications
·  Must have education standard to at least high school diploma and be of a legal working age
·  Must be proficient in language(s) required by the process
·  Open to working flexible shifting schedules
·  Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
·  Takes pride in delivering what is promised in line with the customer and service expectations
·  Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
·  Ability to work in a high-volume, fast paced environment is required
·  Proficiency with personal computers and basic software packages and specialised applications
·  Excellent communication skills and is polite and friendly at all times
·  Displays patience and empathy
·  A knowledge expert who has the ability to teach/mentor others
·  Must be flexible to meet customer needs at customer premises or customer preferred locations as needed.
Business Area
Retail Banking and Wealth Management (RBWM) serves more than 50 million customers worldwide. Our employees help customers to manage their day-to-day finances and save for the future. We offer career opportunities ranging from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance. There are many career opportunities in Retail Banking and Wealth Management, from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance. Generalist, specialist and managerial roles are available at all levels. For more information visit http://www.hsbc.com/careers/explore-our-business

Why HSBC?
We put diversity at the heart of our business and we take our responsibility to develop our talent seriously.
Joining HSBC will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit. We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-competitive benefits.

What to expect at HSBC
• The chance to realise your ambitions
• Globally connected careers
• A strong emphasis on values
• Learning and development opportunities
• An inclusive, meritocratic culture
• Market-competitive benefits

Global Careers Opportunities
Visit our Global Careers site where you can explore our business, meet our people and find useful application hints and tips http://www.hsbc.com/careers