Job Description

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share

This job profile provides a broad overview of the Job Universal Banker (Type 1) RBWM and is not intended to exhaustively describe the job.
Job Profile

A branch based customer facing role focused on servicing to primarily meet and greet customers upon branch entry and provide expert advice on digital channels, respond to any simple servicing queries and direct to appropriate channels.

Undertake lower risk product sales (up to and including account opening) and use EDRAS sales process to discover more complex customer needs for referral to sales staff and/or branch specialists. Deliver customer service proposition by providing a consistently excellent customer experience and engaging assisting customers to use Digital/self service channels where appropriate.

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.

• Engage and Discover Customer Needs on Branch Entry
• Acquire New to Bank Customers
• Deliver Service Excellence
• Promote and deliver Multi-Channel Engagement
• Support the Branch
• Protect the Bank - through vigilance against fraud, Knowing your customer, adhereing to regulations/policies and minimising operational risk
   

Local Job Requirements

• Contribute to key performance indicator values of savings, acquisition new to bank, and conduct meaningful client meeting targets that cover any stage of the sales process as well as complete administrative service and account maintenance functions as requested to benefit client need
• Take ownership of delivering great customer experience, championing our customers cause and working quickly to resolve complaints at first point of contact and identify opportunities to offer alternative banking solutions and promote digital engagement with clients
• Engage with customers to effectively recommend and be able to refer a range of quality, needs based solutions, products and services available across HSBC designed to meet their personal and business needs in the form of account opening, consumer lending, savings, insurance, investments
• Take ownership for preventing errors and operational losses by providing customers with the correct information about our products so they can make an informed decision, thereby delivering what our customers expect on time and right the first time while adhering to all policies and procedures aligned to role type as it relates to financial crime, risk compliance and non-financial risk
• Must meet minimal accreditation requirements as outlined in the WPB accreditation framework and perform as part of a well-functioning team, motivating yourself and others to achieve maximum results

Minimum Qualifications

• Proficiency in Microsoft Office suite of products (Word, Excel, Outlook, PowerPoint)
• Strong interpersonal skills with the ability to communicate with customers and external parties
• Passion for customer service, willing to go above and beyond expectations to meet customer needs and resolve problems
• Expert knowledge of credit / debit card and Core Banking systems and related methods of research
• Team player; easily develops good working relationships and willing to assist others to create an extraordinary service experience
• Proven critical thinking, personal organizational and time management skills
• Preferably an Associate Degree or High School diploma with at least 2 years of banking experience.

You’ll achieve more when you join HSBC.

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