Premier Officer

Job description

The role of the Premier Officer is to case manage Group Premier customers and new to Bank Premier customers who have requested account facilities in Expat. They are required to provide exceptional customer service to customers and group entities across multiple products and propositions. This role has progressed into a specialist role within the contact centre where strong relationships are built with the customer, Relationship Managers and global case management teams. Duties include establishing the customer’s needs, undertaking appropriate Customer due diligence checks, identification of high risk customers, and enhanced due diligence checks.

This is a complex role which requires a high degree of accuracy to ensure every case meets HSBC Compliance policies, Jersey Regulator requirements and Business Standards. Also to provide exceptionally high quality service to our potential Premier customers to achieve maximum customer satisfaction by case managing the customer through the account opening process effectively and efficiently. Listens to the customer and establishes needs to offer relevant solutions. Takes ownership and initiative to complete necessary research and customer follow up. Responsible for achieving quality and efficiency whilst providing excellent customer service.

Your responsibilities will include:
· Producing high quality Know Your Customer (KYC) reviews to provide approval for account opening
· Case Management of International Group customers or prospective new to Bank customers wanting to open an account with HSBC Expat.
· Delivering exceptional service instilling customer confidence, effectively liaising with Relationship Manager (RM), Global case managers, Customer Value Management, Financial Crime compliance and customer to ensure the customer journey is efficient and seamless.
· Providing excellent customer service to complex customer calls by keeping up to date on training and internal communications
· Generating customer loyalty through case managing, building relationships and strong knowledge of KYC requirements, products and services
· Offering value added products and services based on customer needs analysis and ensures customer understanding of those products adhering to cross border regulations.
· Owning and resolving issues by case managing end to end.
· Group compliance, Operational Risk and Global standards for Retail Banking and Wealth Management (RBWM) Centres, Maintaining HSBC internal control standards
· An understanding of the regulatory frameworks and compliance requirements associated with financial services, i.e. KYC /Customer /Enhanced Due Diligence
· To have a Willingness to undertake additional training.
· To be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
· The ability to work in a high-volume, fast paced environment.
· To take pride in delivering what is promised in line with the customer and service expectations.
· Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently.
· A track record of gaining an understanding of customers' needs and delivering excellent customer service

Desired profile

Qualifications :

The ideal candidate for this role will have the below experience and qualifications:
·  Consistently achieved objectives set for them and taken action to improve their own performance
·  Both spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner
·  Worked collaboratively with other colleagues, supporting them when possible
·  Successfully engaged customers to understand their needs and identify sales/service opportunities

In addition to the details listed above, the ideal candidate will have a track record of:
·  Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals.
·  Achieved goals and met expectations whilst supporting and encouraging others to do the same
·  Experience working in a similar /relevant environment/s
·  A comprehensive understanding of risk management and knowledge of customer due diligence and enhanced due diligence requirements

The base location of this role will be Isle of Man

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.