وظائف بنك HSBC
للخبرات
Sales and Services
Officer
Role Purpose
A branch based customer
facing role generating revenue by meeting customer needs and service where
required with personal banking and Advance customer segment. Providing
consistently excellent customer experience and encouraging customers to use
additional channels where appropriate to ensure delivery of the
proposition. Undertakes all product sales including material risk products
(where regulation permits) using EDRAS based sales process to discover
customer needs. Providing referrals to both Wealth Sales and Branch
Specialists based on customer needs.
Listed below are the
outcomes performed by this role that directly align with key business goals.
All performance should be in support of achieving these outcomes
1. Acquire New to Bank Customers
2. Deepen Relationships with Customers
3. Deliver Service Excellence
4. Support the branch
5. Promote and deliver Multi-Channel Engagement
6. Protect the Bank - through vigilance against fraud, Knowing your customer, adhering to regulations/polices and minimizing operational risk
Impact on the
Business/Function
Optimize the potential value of the customer base
• Achieve personal RBWM performance metrics
• Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face or at the telephone
• Effective use of tools and information to drive customer service delivery and RBWM performance
• In conjunction with your wider team build a high personal and corporate profile in the community in which you are based
• Establish and agree customer contact strategies in line with Group operating models
• Fully utilize and input to Customer Relationship Management data, ensuring all customer information is complete and kept up to date
• Ensure Direct channels are fully utilized by the customer
• Ensure all customer needs are met and sales opportunities are maximized
• Undertake effective Individual Reviews
• Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales
• Developing and growing new business relationships
Qualifications
Knowledge &
Experience / Qualifications
-
Proven ability in customer relationship management
-
Ability to analyse financial priorities 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
