Premier Relationship Officer

Job description

The GCB7 Premier Relationship Officer role is based within Premier, Wealth Management.

The role of the Premier Relationship Officer is to be a part of the Premier relationship team and a key support role, providing an outstanding customer experience to Premier clients and enhancing Premier Client Manager's (PCM's) client interaction time. The role provides dedicated support to a team of Premier Client Managers (PCM) in the overall achievement of their objectives.

Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same.
Listens to the customer and establishes needs to offer relevant products, services and solutions. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
The role holder will be responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.

Your responsibilities will include:
·  This role is a part of the Premier relationship team and a key support role, providing an outstanding customer experience to Premier clients and enhancing Premier Relationship Manager's (PRM's) client facing time. The role provides dedicated support to a team of Premier Relationship Managers (PRM) in the overall achievement of their objectives.
·  Support PRMs to manage client contact and service, including direct customer contact, facilitating a smooth hand over where appropriate, and managing key event reminders to maintain active client contact
·  Build and retain a strong knowledge of the PRM/PCM's portfolio of clients with the support of analytical tools
·  Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field.
·  Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
·  Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
·  Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.
·  Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.
·  Aim to resolve the customer's queries at the first point of contact and minimise referrals to the PRM for routine transactions.
·  Provide basic credit/lending solutions to customers in line with franchise and compliant with credit policy

Desired profile

The ideal candidate for this role will have:
·  Relevant product knowledge including knowledge of Mortgages, general lending principles is desirable but not essential
·  Past working experience in a relevant role, i.e. Premier Relationship Officer role or Premier Associate is desirable but not essential
·  Past working experience on relevant systems, i.e. HUB, SFE, AO and other relevent HSBC systems is desirable but not essential
·  Experience of using relevant software packages, i.e. Microsoft office is desirable but not essential
·  A track record of gaining an understanding of customers' needs and delivering excellent customer service
·  A flexible and adaptable approach to change and will support others to respond in a similar way
·  Experience of supporting others' performance, enabling them to achieve by providing clear direction, motivation and support
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Worked collaboratively with other colleagues, supporting them when possible
·  Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently
·  The ability to understand and interpret straightforward financial data
·  Handled basic lending effectively with a broad understanding of lending processes, products and their associated risks
·  A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
·  Experience of building effective customer relationships which create customer advocacy
The base location for this role is Jersey

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.

Key search words: PRO, Premier and Wealth, Jersey,