Sales and Service Officer Bahrain About HSBC HSBC is one of the world’s leading banks, with a network covering 67 countries and territories.
Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits.
We have roles in retail, commercial, investment and private banking and a range of operational and functional teams. Role Overview : The role is primarily a customer facing role 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 RBWM products and services.
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 requests 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 lists 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 adviser 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 customers’ 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.
Duties & Responsibilities :
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 RBWM performance
Execute on customer contact strategies in line with Group operating models and strategy set by regional Customer Relationship 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 maximized
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
Work with the wider team to deliver the Branch RBWM Performance measures and plan to support the multi-channel customer journey
Deliver to published Service Level Agreements and customer standards
Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face or at the telephone
Pro-actively encouraging new and existing customers to register for, and use, alternative delivery channels e.g. Personal Internet
In conjunction with wider team build a high personal and corporate profile in the community in which the jobholder is based
To work as part of an integrated branch management team to ensure, standards and are met and operating models delivered
Proactively support others through direct and indirect actions beyond activities particular to this role
Coach and develop members of the team to ensure common customer experience and offering
Ensuring that sales & operations are undertaken in accordance with HSBC Bank FIM, BIM and Credit Policy Manual appropriate lending guidelines
Comply with local regulatory requirements
To maintain HSBC internal control standards, including the timely implementation and continuous review of all audit issues associated with the role.
Ability to demonstrate adherence to internal controls. Adhere to all relevant procedures, keeping appropriate records and, where appropriate, implement internal and external audit points, including issues raised by external regulators, and associated with the role.
The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
Address any areas of concern in conjunction with line management and / or the appropriate department.
Implement and adhere to the compliance requirement and procedures as per the direction of BMLCOs and associated with the role.
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
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
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
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
The jobholder forms an integral part of the branch team. The jobholder is expected to identify opportunities in day to day activities that contribute to the success of colleagues.
Attain proposition and product related qualifications
Attain appropriate professional and regulatory qualifications as required by market
Attain any internal standards as required by Country
If dealing with Premier customers, required trainings and accreditation need to be done
Retail Banking and Wealth Management (RBWM) serves millions of customers worldwide. Our employees help customers to manage their day-
to-day finances and save for the future. We offer career opportunities ranging from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance.
There are many career opportunities in Retail Banking and Wealth Management, from customer service and relationship management jobs in branches to roles in product development, sales, strategy, asset management and insurance.
Generalist, specialist and managerial roles are available at all levels. Why HSBC? We put diversity at the heart of our business and we take our responsibility to develop our talent seriously.
Joining HSBC will give you the chance to work in a collegiate, supportive and inclusive environment in which we seek to develop and promote people based on merit.
We will provide you with tailored training and support to help you identify and follow your chosen career path, as well as access to a range of market-
competitive benefits. What to expect at HSBC
The chance to realise your ambitions
Globally connected careers
A strong emphasis on values
Learning and development opportunities
An inclusive, meritocratic culture
Global Careers Opportunities Visit our Global Careers site where you can explore our business, meet our people and find useful application hints and tips .