Sales and Service Officer - Adliya Branch

Job description

About HSBC
HSBC is one of the world's leading banks, with a network covering 71 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
The role is primarily a customer facing role servicing Advance and Personal Banking customers. Professionalism, customer focus and a broad understanding of the fundamentals of service and needs based sales planning are critical to the success of the business. The role holder has a responsibility to understand customer needs with a view to upgrade existing customers to appropriate propositions and cross sell RBWM products and services. The job holder is required to identify referrals for financial planning needs and to refer to a specialist as required. The job holder is required to provide a high-quality and holistic service with prompt completion of customer service requests with a focus on deepening the customer relationship essential to drive customer loyalty and increase the wallet share of HSBC.
Completing full customer reviews and understanding customer needs whether immediate or future is a key part of this role. The role holder will respond to a combination of ‘walk in' customers and creating opportunities from centrally created contact lists both being the main sources of their activity. The role holder will need to understand and deliver the standards of service quality required, maintaining published Service Level Agreements. The identification of opportunities for wealth reviews and referring these to an appropriate wealth adviser are key activities. The facilitation of approval of facilities in accordance with credit policy and lending guidelines will also be required to ensure the jobholder can meet all of the customer's needs. Ownership of customer relationships is vital along with the ability to coach and develop other team members towards ensuring the Target Operating Model (TOM) as defined by Group is implemented.

Duties & Responsibilities
· Achieve individual RBWM performance metrics
· Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face, in written or at the telephone.
· Effective use of tools and information to drive customer service delivery and RBWM performance
· Execute on customer contact strategies in line with Group operating models and strategy set by regional Management team
· Fully utilise and input to Customer Relationship Management data, ensuring all customer information is complete and kept up to date
· Ensure all customer needs are met and sales opportunities are maximised
· Undertake effective Individual Reviews
· Work on leads provided through customer life cycle management and tactical campaign and follow up on diarized leads
· Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales
· Assist in Sales Floor Management periodically and on a need base counter and teller positions with support on cash and cheque transactions
· Take ownership for the reason for the customer visit to HSBC and deliver an effective solution
· Work with the wider team to deliver the Branch RBWM Performance measures and plan to support the multi-channel customer journey
· Deliver to published Service Level Agreements and customer standards
· Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face or at the telephone
· Pro-actively encouraging new and existing customers to register for, and use, alternative delivery channels e.g. Personal Internet
· In conjunction with wider team build a high personal and corporate profile in the community in which the jobholder is based
· To work as part of an integrated branch management team to ensure, standards and are met and operating models delivered
· Proactively support others through direct and indirect actions beyond activities particular to this role
· Coach and develop members of the team to ensure common customer experience and offering
· Actively promote the use of direct channels to the customer.
Business Area

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

Desired profile

Experience & Qualifications Knowledge
·  Proven ability in customer service and building customer relationships
·  Ability to identify customer needs and influence customers to take appropriate action to meet their needs
·  An understanding of HSBC's Credit Policy and Lending Guidelines
·  An broad knowledge of financial planning and defining customer needs
·  An understanding of the needs of the mass affluent customer segment in general
·  A full understanding of referral processes
·  An understanding of the Premier, Advance and Personal Banking Propositions
Skills
·  Excellent customer service skills
·  Strong verbal and written communication skills
·  Customer driven with a strong focus on quality of service
·  Proven ability in making lending decisions in accordance with bank policy and guidelines
·  A clear understanding of how value is created within the Premium segment, both for customers and the bank
The jobholder forms an integral part of the branch team. The jobholder is expected to identify opportunities in day to day activities that contribute to the success of colleagues.

Qualifications
·  Attain proposition and product related qualifications
·  Attain appropriate professional and regulatory qualifications as required by market
·  Attain any internal standards as required by Country
·  If dealing with Premier Customers, required trainings and accreditation need to be done