Outbound Sales and Service Officer - Retail Banking and Wealth Management

Job description

Outbound Sales and Service Officer – Retail Banking and Wealth Management
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:
· Handling customer contacts through a contact plan with in the Outbound team typically on multiple products and or propositions.
· Provides high quality service to achieve maximum customer satisfaction by providing a solution to an identified need.
· Be able to also provide resolution to the customer query at first contact where possible.
· Listens to the customer and establishes needs to offer relevant products.
· Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
· Responsible for achieving individual Key Performance Indicators whilst maintaining quality and compliance.
Duties & Responsibilities:
· Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible based on the Campaign and Contact plan provided by RBWM
· Offers value added products and services based on customer needs analysis provided by the CRM and Business Intelligence teams and ensuring customer understanding of those products
· 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
· Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards)
· Generates customer loyalty through strong knowledge of key products and services
· Owns and resolves issues and understands how and when to escalate
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

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
Retail Banking and Wealth Management (RBWM) serves millions of 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 .