Job Description
A branch based customer facing role generating revenue by meeting customer needs and service where required with personal banking and Advance customer segment. Providing consistently excellent customer experience and encouraging customers to use additional channels where appropriate to ensure delivery of the proposition. Undertakes all product sales including material risk products (where regulation permits) using EDRAS based sales process to discover customer needs. Providing referrals to both Wealth Sales and Branch Specialists based on customer needs.
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.
Acquire New to Bank Customers
Deepen Relationships with Customers
Deliver Service Excellence
Support the branch
Promote and deliver Multi-Channel Engagement
Protect the Bank - through vigilance against fraud, Knowing your customer, adhereing to regulations/polcies and minimising operational risk.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Understanding and meeting customer needs, maximizing the opportunities for HSBC to achieve the RBWM plan/metrics
Leading the Personal Banking proposition to ensure opportunities are identified and customer needs are met effectively, maximizing all available resources.
Compliance with the relevant Group standards and the Regulatory organization as applied to the implementation of the RBWM strategy in their country
Whilst the job holder does not have a direct portfolio of customers, they are responsible for generating leads and sales from the Personal Banking proposition and making referrals to Wealth
The jobholder will hold Lending Approval authorities appropriate to their role.
The job holder operates within the approved operating and strategic plan process to develop the RBWM business
Achieve personal RBWM performance metrics
Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face or at the telephone.
Effective use of tools and information to drive customer service delivery and RBWM performance
In conjunction with your wider team build a high personal and corporate profile in the community in which you are based
Establish and agree customer contact strategies in line with Group operating models
Fully utilize and input to Customer Relationship Management data, ensuring all customer information is complete and kept up to date
Ensure Direct channels are fully utilized by the customer
Ensure all customer needs are met and sales opportunities are maximized
Undertake effective Individual Reviews
Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales
Developing and growing new business relationships
Job Requirements
Proven ability in customer relationship management
Ability to analyze financial priorities and influence customers to take appropriate action to meet their needs
An understanding of Credit Policies and Lending Guidelines.
An broad knowledge of financial planning and defining customer needs
A full understanding of referral processes
An understanding of the Premier, Advance and Personal Banking Propositions
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.
Attain appropriate professional and regulatory qualifications as required by market.
Attain any internal standards as required by Country
Job Details
Company/Organization: HSBC Bank
Employment Type: Full-time
Job Location: Mansoura, Egypt
