Premier Relationship Officer

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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 Premier Relationship Officer

Role Purpose

The Premier proposition is a strategic priority for HSBC and the role of Premier Relationship Officer is a key supporting role in the achievement of the proposition objectives. This role is a part of the Premier relationship team and a key relationship support role created to provide an outstanding customer experience to the valuable Premier clients and increase Premier Relationship Manager’s (PRM’s) client facing time. The role provides dedicated service to Premier clients in fulfilling their banking needs and support to a team of Premier Relationship Managers (PRM) in the overall achievement of their income plans (covering acquisition, cross sales, retention, and growth of their portfolios) and day to day contact with their clients in the delivery of the proposition objectives. In order to deliver client centric service, this role is identified as one of the points of contact for clients in the absence of the PRM. In addition, the Premier Relationship Officer may provide credit/lending support to the PRM if dictated by market requirements. Building an ongoing relationship based on value and service is critical to being successful in this role. In order to deliver a high quality service to our highest value personal clients the role holder will need to demonstrate an extensive knowledge of banking products and services across wealth and retail.

Principal Accountabilities

Impact on the business

• Provide high quality support to the Premier clients. Mainly focused in servicing their clients’ banking requirements and getting appointments for the PRMs.
• Reduce the time spent on process and administrative tasks by PRM to increase PRM’s capacity
• To manage client, contact and service, including, in the absence of PRMs, answering client calls, resolving client enquiries on transactional needs and facilitating a smooth hand-off to the correct channels where appropriate, and managing key event reminders to maintain active client contact
• Provide sales support to PRMs including preparing and completing bank documents, managing data input and report generation, and liaising with support functions to follow through client purchase process requirement

Clients/Stakeholders

• Handle client’s enquiries relating to the PRM’s portfolio in a positive, timely, and appropriate manner.
• Aim to resolve the customer’s queries at the first point of contact and minimize referrals to the PRM for routine transactions.
• Able to handle difficult client situations, raising issues to upper management as appropriate, and recommending ways to resolve them.
• Has strong knowledge of the PRM’s portfolio of clients with the support of CRMS and analytical tools
• Proactively responds to client in face-to-face and/or telephone settings, updating client profile screens with details of client contact
• Maintains a basic understanding and technical knowledge of relevant products and services
• Support PRMs to execute suitable solutions for product areas responsible

Leadership and teamwork

• Communicate effectively and works well with other teams within WPB/Customer Channels such as Branch, CCOS, Contact Center, DBS, and other relevant partners that impact the client’s experience of HSBC; in order to ensure a consistent approach and application of Premier standards
• Efficiently manages time in order to support different PRMs concurrently
• Proactively identifies opportunities/issues and provides feedback to business partners to improve products and service processes
• Delivering the firm - Put the client at the heart of our business and deliver joined up services and solutions aligned to customer needs.

Operational effectiveness and control

• Ensure all processes and procedures are accurate and in accordance with HSBC Bank policy standards and regulatory requirements
• Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling
• Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls
• Achieve the operational standards for the business and work within agreed procedures and guidelines - displaying high levels of integrity at all times

Qualifications

Knowledge and experience 

• Strong interpersonal and empathy skills with strong decision making and ability to deliver
• Minimum of two years working in financial services industry
• Previous experience in Retail/Premier sales preferred
• Understanding of core products, Premier proposition, and familiar with retail and wealth product processes
• Undesrtanding of relationship management systems (CRMS)
• Solid knowledge of appropriate branch operational procedures
• Money Laundering Awareness Certificate held
• Knowledge of relevant regulatory governance in market
• Good knowledge of HSBC and personal banking
• Team player with collaborative skills
• Knowledge of local and Group compliance regulations
• Able to deliver the client experience and needs-based solutions through effective communication, influencing, and sales skills

Accreditations

• Attain appropriate professional and regulatory qualifications as required by market
• Attain any internal standards as required by country

Leadership capabilities

• Have an understanding of the immediate regional Global Wealth Strategy and the ability to plan own activities accordingly
• Ambitious about providing the highest standards of delivery to colleagues and clients
• Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity
• Authentic and shows ability to engage with colleagues and clients to deliver at pace
• Makes considered decisions that protect HSBC and our clients

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

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Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines