sales and service officer

Some careers prize diversity more than others    

If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

Role responsibilities:

1. Deliver effective customer service
• Act as the first point of contact for branch customers.
• Manage customer flow, support the overall customer journey and resolve service discrepancies within agreed Service Level Agreements.
2. Support sales and relationship growth
• Identify opportunities to deepen existing customer relationships, improve cross-selling and recruit quality new business.
• Promote self-service channels and contribute to branch profitability and market share.
3. Maintain operational and credit-policy compliance
• Ensure sales and operational activities follow HSBC’s Functional Instruction Manual, Credit Policy Manual, lending guidelines, delegated authorities and applicable UAE regulatory requirements.
• Refer transactions or proposals outside delegated limits to the appropriate authority.
4. Manage Compliance, Anti Money Laundering and Sanctions responsibilities
• Support investigations into suspicious transactions, payments queries, customer name matches and relevant alerts.
• Apply Know Your Customer, Special Catergory Customers, Customer Activity Monitoring Programme, Security and Complaince Data Machine and sanctions procedures, escalating potential risks to Compliance as required.
5. Act as the Branch Complaint Management System Champion
• Ensure customer complaints and related communications are accurately recorded in Complaint Management System.
• Monitor breached, invalid and long-open complaints, support correct routing and follow up with action owners to achieve timely closure.
6. Improve processes, controls and service quality
• Monitor procedures, reduce processing errors, improve turnaround times and address audit recommendations.
• Protect customer and bank information, report operational-risk losses and help maintain strong internal controls.

To be successful in the role, you should meet the following requirements:

1. At least 5 years’ experience, preferably in retail banking, sales, customer service or branch operations.
2. Customer service and sales capability
• Ability to act as the first point of contact for customers, manage customer needs and identify opportunities to deepen relationships, increase cross-sales and attract quality new business.
3. Operational and credit-policy knowledge
• Ability to conduct sales and operations in line with HSBC’s Functional Instruction Manual, Credit Policy Manual, lending guidelines, delegated authorities, internal controls and applicable UAE regulations.
4. Compliance and risk-management capability
• Knowledge of Know Your Customer, Anti Money Laundering, sanctions, Special Catergory Customers, Customer Activity Monitoring Programme and Security and Complaince Data Machine requirements, with the ability to identify, investigate and escalate suspicious or high-risk activity appropriately.
5. Process, complaints and service-quality management
• Ability to manage Complaint Management System complaints, meet Service Level Agreements, monitor processing quality, reduce errors, support audits and recommend improvements to procedures and turnaround times.
6. A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)

You’ll achieve more at HSBC.

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.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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 The Hong Kong and Shanghai Banking Corporation Limited.