• 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 an 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.

Duties & Responsibilities:

• Understanding and meeting customer needs, maximizing the opportunities for HSBC to achieve the RBWM plan/metrics
• Promoting the Advance and Personal Banking proposition to ensure opportunities are identified and customer needs are met effectively, maximising all available resources.
• Compliance with the relevant Group standards including GHQ, HBEU and the Regulatory organisation as applied to the implementation of the RBWM strategy in their country
• Whilst the job holder does not have a direct portfolio of customers they are responsible for generating leads by and making referrals to Wealth and if accredited and over the counter products be accountable for sales of Wealth products

REQUIREMENTS

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.

Experience & Qualifications:

• 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
• A 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

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

ABOUT THE COMPANY

Founded in 1865 to finance trade between Asia and the West, today HSBC is one of the world's largest banking and financial services organisations serving around 38 million customers worldwide. Our aim is to be acknowledged as the world's leading and most respected international bank.

HSBC is one of the world's largest banking and financial services organisations. We serve around 37 million customers through four global businesses:

• Commercial Banking
• Retail Banking and Wealth Management
• Global Banking and Markets
• Global Private Banking

Our network covers 67 countries and territories in Europe, Asia, the Middle East and North Africa, North America and Latin America.