Universal Banker - MKJ

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Universal Banker - MKJ

Role Purpose

A branch based customer facing role focused on servicing through over-the-counter transactions and customer service functions, to meet and greet customers upon branch entry & provide expert advice on digital channels, respond to any simple servicing queries and direct to appropriate channels.  The jobholder will also undertake lower risk product sales (up to and including account opening) and use EDRAS sales process to discover more complex customer needs for referral to sales staff and/or branch specialists. Deliver customer service proposition by providing a consistently excellent customer experience and engaging and assisting customers to use Digital & self service channels where appropriate.  Compliance to set guidelines and procedures are likewise required.

Below are the outcomes performed by this role that directly align with key business goals. All performance should be in support of achieving these outcomes.

1. Engage and discover customer needs

2. Fulfill customer needs

3. Refer New to Bank customers to appropriate channels

4. Deliver service excellence and customer retention

5. Promote and deliver Digital Engagement

6. Protect the Bank - through vigilance against fraud, Knowing your customer, adhereing to regulations/policies and minimising operational risk

In delivering the business objectives the role holder must also:

• maintain the levels of operational integrity required by the Group
• closely manage individual performance
• contribute to and maintain an environment where the wider Branch team is able to maximise performance in order to achieve the IWPB business objectives whilst providing the highest quality service.

Principal Accountabilities

BUSINESS GROWTH

• Achieve personal IWPB performance metrics
• Meet customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face or at the telephone.
• Effectively use tools and information to drive customer service delivery and IWPB performance
• In conjunction with the wider team build a high personal and corporate profile in the community where the branch is based
• Ensure all available sales and service channels are fully utilized by the customer
• Proactively engaging with new and existing customers on the digital channels through which they can access products and services, successfully encouraging customers to become digitally engaged
• Ensure all customer needs are met and sales opportunities are maximized
• Uncover customer needs through Discover and Engage (part of EDRAS) and refer leads to Premier for relationship building/new to bank onboarding.

CUSTOMER SERVICING AND DIGITAL ENGAGEMENT

• Take ownership for the reason for the customer visit to HSBC and deliver an effective solution
• Deliver according to published Service Level Agreements and customer standards.
• Meet customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face or at the telephone.
• Pro-actively encourage new and existing customers to register for, and use, alternative delivery channels e.g. Personal Internet Banking/self-service equipment for routine queries/transactions
• Manage queue of clients at the branch.
• Release account tools (ie. ATM Cards, ATM PINs, PTB PINs, PIB PINs, chequebooks, security device, etc) to clients or their authorised representatives, including end of day balancing/reconciliation.
• Attend to telephone and email instructions / queries and requests regarding bank transactions, products and services in an efficient manner
• Prepare correspondences required by customers
• File documents and records in an orderly and easy to retrieve manner
• Process opening, renewal, pre-termination and full termination of time deposits/placements.

TELLERING

• Process cash / cheque deposits / withdrawals of local and all accepted currencies as well as late cheque deposits
• Process cashier’s order and payments applications.  Evaluate correctness / acceptability of all telegraphic transfers, local payments, GSRT, PDDTS applications, taking into consideration various cut-off times set, prior to forwarding to DBS Payments for final processing.  Monitoring of Payments requests to ensure timely processing.
• Process foreign currency drafts for CBR / BCC based on set guidelines
• Process cash / cheque credit card payments
• Process fund transfers to and from customer’s accounts
• Prepare required documentation for applications to purchase foreign exchange.  Ensure compliance to BSP’s FX policy.
• Maintain an orderly work place and ensure that records are filed systematically to facilitate easy retrieval when the need arises
• Process entries for account closures, and reactivation of dormant and unclaimed accounts
• Attend to customers’ enquiries and concerns, and ensure a high level of customer service is provided at all times
• Check, cancel and sort processed vouchers and ensure that these are error-free.

COMPLIANCE

• Adhere to regulatory compliance standards and bank policies and procedures.  Safeguard the bank from potential losses by strictly adhering to audit recommendations and FIM requirements. 
• To implement the Group Compliance policy locally by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

OTHERS

• Perform other duties as may be deemed necessary
• Perform other support functions as required

Qualifications

• Understanding of IWPB products and services
• Knowledgeable on HUB / SFE / CRMS / Evolve and other branch systems
• Should attend the ff courses: signature verification, counterfeit detection (PHP and FCY)
• Should be aware of foreign exchange and related regulations
• Knowledge and application of branch processes and guidelines

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines