Personal Banker

Job description

Employment Type: Regular

To provide superior customer service, sales, operational administration, and risk control so meet customer needs across multiple distribution channels.

Impact on the Business

· Perform a variety of sales and service activities to retail, Advance, Premier and Business Banking customers, either face to face or through an alternate channel.
· Put emphasis on counter services, risk operation and control
· Recognize opportunities by making referrals for client conversion, acquisition of new account relationships and or cross and up-sell of HSBC products and services that cross multiple distribution channels.
· Responsible for ensuring the accurate and timely processing of all activities related to area of specialty as well as using the appropriate centralized processes in place.
· Ensure compliance, security and fraud, operational and system controls in accordance with HSBC regulatory standards and government regulations.
· Provide operational support to the business as required.
Customers / Stakeholders
· Identify and understand basic customer needs in order to complete transactions with speed, efficiency and certainty.
· Act as first level escalation for handling customer inquiries.
· Maintain superior and courteous service to promote products and expand customer relationships.
· Exceed customer expectations in terms of speed, efficiency, certainty and professionalism, either face to face or through an alternate channel.
Leadership & Teamwork
· Contribute to team-based approach in managing customer needs.
· Actively participate and assist with all Bank promotional programs, sales targets and direct marketing initiatives.
· Participate in business development programs within area of specialty to enhance product knowledge and cross selling skills.
· Actively refer customers to other areas of HSBC where appropriate.
· Demonstrate Group capabilities.
· Promote an environment that supports diversity and reflects the HSBC brand.
Operational Effectiveness & Control
· Ensure branch or work area is maintained in accordance with HSBC standards.
· Adhere to operational policies and procedures and effectively identifies and manages applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.
· 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.
Role Context
· Work is of low complexity and involves straightforward challenges.
· Work is performed under general direction according to set parameters and set sales / performance targets.
· Require some initiative and independent judgment in completing work, but supervisor provides direction for unfamiliar situations.
· Work is reviewed for attainment of standards, achievement of targets, adherence to policies, procedures, and timelines.
· Decisions may impact the productivity / performance of functional area, other employees and customer.
· May work in call centre or branch environment where systems are available in meeting services quality objectives.
· May be required to work shifts outside of regular business hours.
· May be required to travel within region to backfill other branch responsibilities.
Management of Risk
· Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
Observation of Internal Controls
· Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

Desired profile

· Secondary school graduation.
· Demonstrated experience in banking or related industry in a customer service / client facing role.
· Professional appearance and attitude.
· Team player, development minded with ability to sell.
· Excellent communication (verbal and written), customer service and interpersonal skills.
· Willingness to be mobile in local community.
· Ability to learn and operate new software and technology.
· Basic knowledge of HSBC's products and services.
· Sound knowledge of HSBC's policies, practices, and procedures.
· Ability to multi-task, handle large volumes, tight turnarounds and multiple deadlines.
· Experience with conflict resolution.
· Ability to understand / speak Mandarin and Cantonese is an must
· Must be available to work on Saturday