Onboarding Case Analyst- Commercial Banking (12 month fixed term contract)

Job description

HSBC is Canada's leading international bank – there is no one like us in this market. For almost 40 years, our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients. With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.

HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It's through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

About Commercial Banking

HSBC Commercial Banking has an extensive network that covers three-quarters of global trade flows. It operates in 54 countries and territories, covering the developed and developing markets that matter most to our customers. Through our teams we connect businesses to opportunities, helping them thrive and grow. We work with a wide range of customers, from mid-market companies to large multinationals, providing them with the tools they need to function efficiently. These include global trade and receivables finance, global liquidity and cash management, multi-currency accounts, commercial cards, overdrafts, working capital finance, insurance, term loans and syndicated, leveraged, acquisition and project finance.
Relationship management is at the heart of our business and these teams work closely with customers to build an in-depth understanding of their needs.

Key Objectives for Onboarding Case Analyst:

Manage the client onboarding experience, expectations and communications following the completion of the sale by the Relationship Manager. Coordinate the onboarding process, including the collection of client information required to complete the Client Due Dilligence (CDD) profile, to the point where the client has an active cash account and channel access.

Engage existing clients in the collection of detailed client information and supporting documentation required for the completion of the Client Due Dilligence profile at all times in the customer lifecycle, including Client Due Dilligence trigger events and reviews as part of global standards.

The role will ensure client expectations are set against defined Service Level Agreements and these Service Level Agreement's are visible & managed across all functions.

Principle Accountabilities:
· Take ownership for the development of an onboarding plan and the creation of the client application pack
· Manage the client experience throughout the onboarding of new to bank clients and the Client Due Dilligence refresh for existing clients; maintaining the highest standard of excellence in customer service and answer client queries as and when they arise
· Request and follow-up with the client for outstanding information and documentation; including Know Your Customer/Client Due Dilligence and signed account opening documents
· Handle requests for additional information from Client Due Dilligence Operations and liaise further with the client as required
· Ensure Customer Turn Around Times (TAT) are agreed, and the associated Service Level Agreement's are visible and managed with all involved parties
· Ensure the client is able to successfully activate the cash account and is in receipt of the ‘tools' required for channel access
· Be an active member of the team and a strong team-player
· Demonstrate expected core behaviors and values including teamwork, focus, drive and determination
· Be flexible and dynamic with support to the wider team
· Strong communication both upwards and at peer level
· Promote an environment that supports diversity and reflects the HSBC brand.
· Ensure that any data input is dealt with in a timely manner and in the correct and consistent format
· Maintain a strong control environment
· Maintain an environment in which compliance and risk control are a key performance criteria
· Control of workflow processes, adhering to all associated procedures
· Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  Bachelor's degree or minimum of 2 years of relevant work experience
·  Commercial banking knowledge
·  Commercial awareness
·  A record of successful accomplishment in providing consistently outstanding customer service.
·  Language requirements (based on local needs)
·  Proven track record in a client focused environment
·  Proven record of delivery within challenging timescales
Skills
·  Stakeholder management (External & Internal)
·  Good verbal and written communication skills at all levels
·  Project management skills
·  Excellent planning, organisation and time management abilities
·  Ability to be flexible, manage priorities whilst remaining calm under pressure
·  Receptive to change
·  Positive ‘can do' attitude and an ability to take ownership of tasks through to completion
·  Drive and resilience
·  Ability to work collaboratively and independently when required
·  Ability to have difficult conversations
·  Conflict management
·  Attention to detail
·  Ability to prioritize
·  Ability and willingness to pick-up commercial banking
·  Diligence in formal written communication

HSBC Proud

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation