Sales and Service Officer Full Time

In this role, you will:

The role is primarily a customer facing role servicing customers. Professionalism, customer focus and a broad understanding of the fundamentals of service and needs based sales planning are critical to the success of the business. The role holder has a responsibility to understand customer needs with a view to upgrade existing customers to appropriate propositions and cross sell WPB product and services. The job holder is required to identify referrals for financial planning needs and to referrals to a specialist as required. The job holder is required to identify referrals for financial planning needs and to refer to a specialist as required. The job holder is required to provide a high-quality and holistic service with prompt completion of customer service request with a focus on deepening the customer relationship essential to drive customer loyalty and increase the wallet share of HSBC.




Completing full customer reviews and understanding customer needs whether immediate or future is a key part of this role. The role holder will respond to a combination of ‘walk-in’ customers and creating opportunities from centrally created contact list both being the main sources of their activity. The role holder will need to understand and deliver the standards of service quality required maintaining published service level agreements. The identification of opportunities for wealth reviews and referring these to an appropriate wealth advice are key activities. The facilitation of approval of facilities in accordance with credit policy and lending guidelines will also be required to ensure the jobholder can meet all of the customer’s needs. Ownership of customer relationships is vital along with the ability to coach and develop other team members towards ensuring the Target Operating Model (TOM) as defined by Group is implemented.

On a selected and business needs base the jobholder also might service Premier Customer requiring the necessary Premier trainings and accreditation. Equally on a selected base and aligned with business needs the job holder is servicing Advance and Personal Banking customers with limited face to face contact. These priorities are reflected in individual Balanced Scorecards and form the exception.

Requirements

To be successful in the role, you should meet the following requirements:

Knowledge & Experience

• Proven ability in customer service and building customer relationships
• Ability to identify customer needs and influence customers to take appropriate action to meet their needs
• An understanding of HSBC’s Credit Policy and Lending Guidelines
• A 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
• Bachelor’s Degree

Skills

• Excellent customer service skills
• Strong verbal and written communication 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