Service and Sales Specialist - Telefund

Job description

Global Vision. Local Focus.
Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match. Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures. You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network. HSBC has the institutional strength, capacity and commitment to support our Canadian client's requirements here and around the world. Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Retail Banking & Wealth Management
Retail Banking and Wealth Management serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

A Day in the Life of a Service and Sales Specialist – Telefund include the following:

Handling customer contacts in a contact center environment with the main focus on mutual fund transactional sales and servicing in addition to core bank service and sales for term deposits and Guaranteed Investment Certificates (GICs) for all propositions. Provides high quality service to achieve maximum customer satisfaction by resolving 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.
· Anticipate and understand customer needs in order to provide advanced sales and customer service and complete transactions with speed, efficiency and certainty.
· Maintain superior and courteous service to promote products and expand customer relationships.
· Exceed customer expectations in terms of speed, efficiency, certainty and professionalism.
· Ensure work area is maintained in accordance with HSBC standards.
· Provides excellent customer service to complex customer calls by keeping up to date on training and internal communications
· Certified to handle multiple propositions (i.e. Advance, Premier,)
· 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.
· Work as part of an integrated branch and multi-channel team proactively supporting colleagues within the Contact Centre and the branch network. .
· Position actively participates and assists with all applicable to the role Bank promotional programs, sales targets and direct marketing initiatives.
· Participates in business development programs within area of specialty to enhance product knowledge, cross selling skills and relationship management skills.
· Actively refers customers to other areas of HSBC where appropriate.
· Demonstrate Group capabilities.
· Acts as a role model for our Group Values and behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
· Values diversity amongst team
· Promote an environment that supports diversity and reflects the HSBC brand.
· Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centers
· Maintains HSBC internal control standards
· Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
· 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.

Desired profile

Qualifications :

Key to success in the role
·  Secondary school graduation.
·  At least 2 years of experience in banking or related industry in a customer service / client facing role.
·  Mutual Fund Licensing. Requires Completion of:
·  Investment Funds in Canada Course; or Canadian Investment Funds Course; or Canadian Securities Course; and
·  Mutual Fund Skills Builders Course
·  Completion of HSBC Way of Selling.
·  Completion of basic HSBC Premier training.
·  Career minded team player.
·  Proven ability to sell and meet set sales / performance targets.
·  Advanced communication and customer service skills.
·  Willingness to be mobile in local community.
·  Strong interpersonal skills to support the building of strong relationships with diverse groups of people.
·  University / College degree preferred.
·  Knowledge of HSBC's products and services.
·  Knowledge of HSBC's policies, practices, and procedures within own area.
·  Excellent analytical and critical thinking ability.
·  Competent in conflict resolution.
·  Understands / speaks second language is an asset.

HSBC Proud
In 2016, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine for the fifth consecutive year.

Here are some of the reasons why:

·  Career Development: Within current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity: Opportunities build global relationships and professional networks
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make

Learn more about HSBC

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country. We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management. HSBC Global - one of the world's largest banking and financial services with assets of US $2,557bn at 30 September 2016. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 4,400 offices in 71 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.