Frontline Officer - IWPB

Some careers have more impact than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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.

Role Overview:

To provide a high quality, customer driven service by pro-actively identifying and addressing customer needs in order to assist HSBC in the achievement of its plan.

To assist all customer types covering Premier, Advance, Mass and Commercial Banking and assisting associates with approvals over their limit.

The Frontline Officer Role in HSBC is defined as either a Sales and Service Officer (SSO) or Teller Officer in the branch.

Duties & Responsibilities:

• Providing a personalized, friendly and efficient service
• Provide exceptional, efficient counter and sales service for all customer segments, International wealth and premier banking (IWPB), Premier and Corporate
• Pro-actively encouraging new and existing customers to register for, and use, alternative delivery channels e.g. Personal Internet, Banking/self-service equipment for routine queries/transactions
• Making effective customer contact to identify and address customer needs by actively promoting relevant bank solutions, referring on as appropriate
• Updating customer profile screens with details of customer contact
• Work closely with the sales floor to achieve the set sales performance expectations
• Complete declarations forms properly and obtain clear and meaningful explanations on the source of fund
• Comply with policy and regulations to get satisfactory audit report with nil repeated recommendations
• Abide by Group and Local procedures; Know Your Customer (KYC) requirements; Money laundering deterrence and audit recommendations          

Knowledge & Experience / Qualifications :

• University Graduate
• Proven ability in customer relationship management
• Ability to analyses financial priorities and influence customers to take appropriate action to meet their needs
• An understanding of HSBC’s Credit Policy and Lending Guidelines.
• An 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

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

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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.