Job Description

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers . Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.

Role Context

The role sits within HSBC Contact Centre under IWPB, supporting inbound/outbound sales activity focused on converting generated leads to successful product/account openings.

The job holder operates in a structured, control-heavy environment where customer understanding, explicit consent, accurate proposition mapping, and documentation completeness are essential to delivering compliant outcomes. Success in the role depends on strong communication, disciplined process execution, effective use of banking systems, and close coordination with partner teams to ensure smooth end-to-end lead management.

Principal Responsibilities

• Cross-sell leads generated, ensuring every sales opportunity is pursued and closed within defined parameters and process requirements.
• Confirm the customer’s intent to purchase and ensure they’ve fully understood the product.
• Complete sales confirmation by obtaining explicit customer authority on a recorded line after confirming product understanding.
• Identify and map customers to the right proposition before closing the sale (EWS, Premier, Personal Banking) based on employment and salary criteria.
• Follow defined processes and procedures as defined in the SOP
• Appropriate reporting for successfully opened accounts.
• Maintain accurate verification of customer details and eligibility, ensuring documentation completeness (including nominee information).
• Strictly follow scripts (EDRAS) and standard operating procedures, ensuring adherence to regulatory and internal requirements.
• Use multiple banking systems effectively (HUB, SFE, Whirl, Approach Tool, Kana, RMS, Media Bar) to support lead management and account opening.

Leadership

• Engage customers professionally and empathetically, representing HSBC with strong service and sales discipline.
• Collaborate effectively with internal teams (e.g., Product, Contact Center) to ensure smooth lead progression, timely closures, and seamless account opening.
• Support a high-performance environment by working efficiently in a high-volume, fast-paced setup and adapting to flexible shift schedules.

Operational Effectiveness & Control

• Ensure compliance by following EDRAS scripts, SOPs, and all regulatory/internal requirements throughout the sales and account-opening journey.
• Maintain strong control over customer consent and confirmation steps (recorded authority + consent email confirmation).
• Protect customer information with the highest level of confidentiality and integrity.
• Deliver accurate, timely reporting and maintain process hygiene across systems and documentation.

Major Challenges

• Managing high-volume sales activity while maintaining accuracy in eligibility checks, documentation, and system updates.
• Securing explicit customer consent correctly (recorded line + consent email confirmation) without process deviations.
• Consistently matching customers to the correct proposition (EWS/Premier/Personal Banking) based on criteria, while meeting closure expectations.
• Operating across multiple systems and tools while maintaining speed, quality, and compliance.
• Balancing customer empathy and clarity with strict adherence to scripts and controls.

Role requirements / Educational Qualifications / Certification / Experience:

• Years of Experience: 1 to 5 years
• Required Skill: Consultative selling; clear & empathetic communication; script adherence; process discipline; documentation completeness; time management
• Shift timing: Day shift
• Education Qualification: BCom

Pro-tip Familiarity with AI-enabled tools is an advantage.

• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

You’ll achieve more at HSBC

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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