Sales and Service Officer

The role is primarily a customer facing, servicing Advance and Personal Banking 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 products and services. 

In this role, you will:

·         Achieve individual Wealth & Personal Banking (WPB) performance metrics

·         Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face, in written or at the telephone.

·         Effective use of tools and information to drive customer service delivery and WPB performance

·         Execute on customer contact strategies in line with Group operating models and strategy set by regional Management team

·         Fully utilize and input to Customer Relationship Management data, ensuring all customer information is complete and kept up to date

·         Ensure all customer needs are met and sales opportunities are maximised

·         Undertake effective Individual Reviews

·         Work on leads provided through customer life cycle management and tactical campaign and follow up on diarized leads

·         Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales

·         Assist in Sales Floor Management periodically and on a need base counter and teller positions with support on cash and cheque transactions

Requirements

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

·         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

·         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