Sales and Service Officer
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Sales and Service Officer |
Sales and Service Officer
Description
About HSBC
HSBC is one of the world’s leading banks, with a network covering 67 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 programs and competitive benefits. We have
roles in retail, commercial, investment and private banking and a range of operational and functional
teams.
Role Overview
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, adhereing to
regulations/polcies and minimising operational risk.
Duties & Responsibilities
The jobholder has prime responsibility for:
Understanding and meeting customer needs, maximizing the opportunities for HSBC to achieve the
RBWM plan/metrics
Leading the Personal Banking proposition to ensure opportunities are identified and customer needs
are met effectively, maximizing all available resources.
Compliance with the relevant Group standards and the Regulatory organization 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 and sales from the Personal Banking proposition and making referrals to Wealth
The jobholder will hold Lending Approval authorities appropriate to their role.
The job holder operates within the approved operating and strategic plan process to develop the
RBWM business
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
Experience & Qualifications
Proven ability in customer relationship management
Ability to analyze financial priorities and influence customers to take appropriate action to meet their
needs.
An understanding of Credit Policies and Lending Guidelines.
An broad knowledge of financial planning and defining customer needs.
A full understanding of referral processes.
An understanding of the Premier, Advance and Personal Banking Propositions.
SKILLS :
Excellent relationship 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 and wider HSBC management team. The
jobholder is expected to identify opportunities in day to day activities that contribute to the success of
colleagues.
QUALIFICATIONS
Attain appropriate professional and regulatory qualifications as required by market.
Attain any internal standards as required by Country
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and
transparent operation of financial markets
Business Area
Retail Banking and Wealth Management (RBWM) serves more than 50 million 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 relat.
Job Field : Retail / Branch Banking
Primary Location : Middle East-Egypt-Egypt-Mansoura
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy
Job Posting : 28-Jul-2019, 18:51:39 Unposting Date : 04-Aug-2019, 20:59:00
Apply Now : http://bit.ly/335AI9x
Bank Jobs : http://bit.ly/2QC1Qtd
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