HSBC International Wealth and Premier Banking (IWPB)

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our 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 deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

We are currently seeking an experienced professional to join our team.

In this role, you will:

Impact on the Business/Function

· Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.

· Delivers what is promised in line with customer expectations

·Offers value added products and services based on customer needs analysis and ensuring customer understanding of those products

Customers / Stakeholders

· Use a range of simple techniques to personalise the customer’s experience in a way that makes them feel valued and appreciated Satisfy customers’ expectations by providing appropriate solutions in a prompt, efficient and personalised way

· Certified to handle multiple propositions (i.e. Advance, Premier) with multiple products (i.e. Core Banking, Cards)

· Generates customer loyalty through strong knowledge of key products and services

· Owns and resolves issues and understands how and when to escalate

Leadership Teamwork

· Acts as a role model for our Group Values and behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.

· Values diversity amongst team

Operational Effectiveness Control:

· Knowledge of Group compliance, Operational Risk. Maintains HSBC internal control standards

· Awareness of all elements of Operational Risk associated with the role.