HSBC Personal Banker in British Columbia, Canada

  • Employment Type: Regular *

    To provide superior customer service, sales, operational administration, and risk controlso meet customer needs across multiple distribution channels.

    Principal Accountabilities: Key activities and decision making areas

    Impact on the Business

    • Perform a variety of sales and service activities to retail, Advance, Premier and Business Banking customers, either face to face or through an alternate channel.
    • Put emphasis on counter services, risk operation and control
    • Recognize opportunities by making referrals for client conversion, acquisition of new account relationships and or cross and up-sell of HSBC products and services that cross multiple distribution channels.
    • Responsible for ensuring the accurate and timely processing of all activities related to area of specialty as well as using the appropriate centralized processes in place.
    • Ensure compliance, security and fraud, operational and system controls in accordance with HSBC regulatory standards and government regulations.
    • Provide operational support to the business as required.
      Customers / Stakeholders

    • Identify and understand basic customer needs in order to complete transactions with speed, efficiency and certainty.

    • Act as first level escalation for handling customer inquiries.
    • Maintain superior and courteous service to promote products and expand customer relationships.
    • Exceed customer expectations in terms of speed, efficiency, certainty and professionalism, either face to face or through an alternate channel.
    • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets. Leadership & Teamwork

    • Contribute to team-based approach in managing customer needs.

    • Actively participate and assist with all Bank promotional programs, sales targets and direct marketing initiatives.
    • Participate in business development programs within area of specialty to enhance product knowledge and cross selling skills.
    • Actively refer customers to other areas of HSBC where appropriate.
    • Demonstrate Group capabilities.
    • Promote an environment that supports diversity and reflects the HSBC brand. Operational Effectiveness & Control

    • Ensure branch or work area is maintained in accordance with HSBC standards.

    • Adhere to operational policiesand procedures and effectively identifies and manages applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
    • Complete other responsibilities, as assigned.
    • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
    • Complete other responsibilities, as assigned. Role Context

    • Work is of low complexity and involves straightforward challenges.

    • Work is performed under general direction according to set parameters and set sales / performance targets.
    • Require some initiative and independent judgment in completing work, but supervisor provides direction for unfamiliar situations.
    • Work is reviewed for attainment of standards, achievement of targets, adherence to policies, procedures, and timelines.
    • Decisions may impact the productivity / performance of functional area, other employees and customer.
    • May work in call centre or branch environment where systems are available in meeting services quality objectives.
    • May be required to work shifts outside of regular business hours.
    • May be required to travel within region to backfill other branch responsibilities. Management of Risk

    • Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Observation of Internal Controls

    • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

    Knowledge & Experience / Qualifications

    • Secondary school graduation.
    • Demonstrated experience in banking or related industry in a customer service / client facing role.
    • Professional appearance and attitude.
    • Team player, development minded with ability to sell.
    • Excellent communication (verbal and written), customer service and interpersonal skills.
    • Willingness to be mobile in local community.
    • Ability to learn and operate new software and technology.
    • Basic knowledge of HSBC’s products and services.
    • Sound knowledge of HSBC’s policies, practices, and procedures.
    • Ability to multi-task, handle large volumes, tight turnarounds and multiple deadlines.
    • Experience with conflict resolution.
    • Understand / speak second language is an asset.

Job: *Customer Service

Title: Personal Banker

Location: Canada-British Columbia-Maple Ridge

Requisition ID: 00009CPT