Job Description

Location: Dumfries, High Street (Branch based)

Work Style: Office Working

Bring your passion for exceptional customer service and needs-based conversations to a role where you’ll help personal and Advance customers make the most of their banking relationship with HSBC. As a Universal Banker, you’ll welcome customers into the branch, understand what matters to them, provide appropriate solutions and refer them to specialist colleagues when needed.

You’ll complete permitted product sales using the EDRAS model—Engage, Discover, Recommend, Act and Service—while delivering consistent, compliant and professional customer experience. You’ll also encourage customers to use digital and self-service channels where these offer the most convenient solution.

In this role you will:

• Welcome customers as they enter the branch, creating a positive first impression and identifying how you can support them.
• Engage personal and advance customers in meaningful conversations to understand their needs, circumstances and financial goals.
• Acquire new-to-bank customers by explaining relevant HSBC products and services and completing account-opening activities in line with agreed processes.
• Complete permitted product sales using the EDRAS sales process, excluding material-risk products where applicable.
• Deepen existing customer relationships by identifying appropriate opportunities to meet additional needs.
• Promote digital, telephone and self-service channels where appropriate, helping customers choose the most effective way to manage their banking.
• Protect the Bank by remaining alert to fraud indicators, completing Know Your Customer (KYC) checks, following regulatory and policy requirements, and minimizing operational risk.

What you’ll bring

• Strong customer service experience, with the confidence to engage customers face-to-face and build rapport quickly.
• Experience in identifying customer needs and matching them with relevant products, services or solutions.
• The ability to conduct structured, needs-based conversations and use the EDRAS model effectively.
• Sound understanding of branch operations, customer servicing processes and relevant systems.
• Excellent communication and interpersonal skills, both verbal and written.
• Good judgement, knowing when to resolve a customer’s need independently and when to refer to Wealth Sales or Branch Specialists.
• High levels of integrity and professionalism, with a clear commitment to doing the right thing for customers and the Bank.
• Awareness of fraud prevention, KYC, regulatory requirements and operational risk controls.

Key capabilities for success

• Engaging and discovering: Creating a welcoming branch experience and understanding customer needs through effective questioning and listening.
• Acquiring new customers: Building trust and explaining relevant HSBC propositions clearly and responsibly.
• Deepening relationships: Identifying appropriate opportunities to support customers’ wider needs and making effective referrals.
• Delivering service excellence: Providing accurate, efficient and personalized service, with ownership from first contact to resolution.
• Promoting multi-channel engagement: Helping customers use digital and self-service options confidently when these are suitable.
• Protecting the Bank: Applying sound risk awareness, KYC discipline, fraud vigilance and regulatory compliance in every interaction.
• Supporting the branch: Working collaboratively, taking responsibility for outcomes and helping the team deliver shared objectives.

This role is ideal for someone who enjoys combining human connection with practical problem-solving: making every customer interaction count while ensuring the right controls are in place behind the scenes.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.