Description:
As Senior Personal Banker, you will work within a customer facing capacity, delivering an outstanding customer experience, identifying and fulfilling all customer needs at first point of contact. You will be responding to all servicing queries and directing customers to the most appropriate service channel.
You will also be required to undertake a range of customer service management tasks. This includes the development of efficient processes as a key activity to drive continuous improvement of service and operations. You will also mentor and develop team members to support the improvement of knowledge, skills and capability of the overall team.
Your Responsibilities
- Identify and understand customer needs in order to complete transactions and resolve issues efficiently
- Be a brand Ambassador for HSBC, offering products, services and educating customers on a variety of convenient digital solutions
- Deliver fair outcomes for our customers while maintaining HSBC’s transparent operations within the financial markets
- Promote and contribute to a team-based approach in delivering superior and courteous service for all clients and achieving overall operations
- Cultivate an environment that supports diversity and reflects the HSBC brand
- Co-ordinate scheduling for the Personal Bankers ensuring adequate coverage for the day to day operation of the branch.
- Ensure the accurate and timely processing of all activities related to servicing and supporting activities of your assigned area
- Handle sophisticated issues raised to you and provide approvals or signing authority when required
- Support the HSBC Investment Funds (Canada) Branch Manager’s role while they are absent
- Supervise the Mutual Fund Sales conducted within the branch (new accounts and trading activity) and act as the primary point of contact for mutual fund customer inquiries requiring attention
- Follow procedures and training that adhere to internal and external quality, audit, compliance, regulatory, standards, and policies including but not limited to anti-money laundering and anti-terrorist financing (AML/ATF)
- Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks
Requirements
- 1 year of experience in a similar role and 2 years of experience selling Mutual Funds
- Registerable as the Branch Manager under the applicable securities legislation
- Effective communication and social skills enabling leadership of a team and excellent customer service, even through conflict resolution
- Strong analytical and critical thinking skills
- Proven ability to learn and operate new software and technology
- High attention to detail with advanced time management and organizational skills
- Ability to remain focused and flexible through changing priorities
- Demonstrable experience promoting online and digital engagement tools with customers
- Willingness to be mobile within the local area