Job description

Role Overview:

This role is the first step into a career in banking.This role provides fresh graduates and junior professionals with the opportunity to build core banking competencies, develop client facing skills and gain firsthand exposure to HSBC's products, services and operational standards. Incumbents will play a key role in delivering an exceptional customer experience while cultivating the professional capabilities to build a career in banking. The job holder interacts with and assists all customer types covering Premier, Advance, Mass as well as Commercial Banking and assisting associates with approvals over their limit.

The Frontline Officer Role in HSBC is the first face-to-face point of contact for our customers in the Branch, either as a Sales and Service Officer (SSO) or Teller Officer (TO).

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