Sales & Service Officer

Job description

Sales & Service Officer – Cairo

About HSBC:
HSBC is one of the world's leading banks, with a network covering 71 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 programs and competitive benefits.

Role Purpose:
The role is a customer facing role with personal banking customers who make a significant contribution to our Retail Banking and Wealth Management business. Professionalism, customer focus and a broad understanding of the fundamentals of service, sales and financial planning are critical to the success of the business. The role holder has a responsibility to upgrade existing HSBC customers to other propositions, cross sell other Retail Banking and Wealth Management products and services and refer to specialist areas where required. The framework for this being focused on the broader branch and direct teams to ensure achievement of the business performance measures and plan (as defined by Retail Banking and Wealth Management).
Completion of full reviews to establish and address their immediate and future financial requirements as the primary contact with those customers. Responding to a combination of ‘walk in' customers and creating opportunities from centrally created contact lists are main sources of your activity. You 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 to achieve your goals. Alongside this responsibility for approval of facilities in accordance with credit policy and lending guidelines will also be required to ensure you can meet all of the customer's needs. You are accountable for leading the customer ownership of this segment in the branch and you need to ensure it is effectively run managing to the Target Operating Model (TOM) as defined by Group.

In delivering the business objectives you must also maintain the levels of operational integrity required by the Group, closely managing your individual performance. Contributing to and maintaining an environment where you and the wider Branch team maximise performance in achieving the Retail Banking and Wealth Management business objectives whilst providing the highest quality service is an important part of the way you contribute to the business.

Principal Accountabilities:
· Achieve your personal Retail Banking and Wealth Management 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 Retail Banking and Wealth Management 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 utilise 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
· Work all Customer Contact Opportunities (CCO) lists, contact promises, individual solutions and open sale reminders
· Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales
· Take ownership for the reason for the customer visit to HSBC and deliver an effective solution
· Work with the wider team to deliver the Branch Retail Banking and Wealth Management 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 Banking/self-service equipment for routine queries/transactions
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
· 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
· Actively promote the use of direct channels to the customer
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
Business Area
Retail Banking and Wealth Management (RBWM) serves more than 50 million 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. For more information visit http://www.hsbc.com/careers/explore-our-business

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
· Market-competitive benefits
Global Careers Opportunities
Visit our Global Careers site where you can explore our business, meet our people and find useful application hints and tips http://www.hsbc.com/careers

Desired profile

Knowledge/ Experience:
·  Proven ability in customer relationship management
·  Ability to analyse 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