Job Summary: The Mobile Banker is primarily a customer facing role servicing Advance and Personal Banking customers. Professionalism, customer focus and a broad understanding of the fundamentals of service and needs based sales planning are critical to the success of the business.
Key Duties and Responsibilities:
The role holder has a responsibility to understand customer needs with a view to upgrade existing customers to appropriate propositions and cross sell RBWM products and services.
The job holder is required to identify referrals for financial planning needs and to refer to a specialist as required.
The HSBC Mobile Banker is required to provide an high-quality and holistic service with prompt completion of customer service requests with a focus on deepening the customer relationship essential to drive customer loyalty and increase the wallet share of HSBC.
Completing full customer reviews and understanding customer needs whether immediate or future is a key part of this role.
The facilitation of approval of facilities in accordance with credit policy and lending guidelines will also be required to ensure the jobholder can meet all of the customers needs.
Ownership of customer relationships is vital along with the ability to coach and develop other team members towards ensuring the Target Operating Model (TOM) as defined by Group is implemented.
Understanding and meeting customer needs, maximising the opportunities for HSBC to achieve the RBWM plan/metrics
Promoting the Advance and Personal Banking proposition to ensure opportunities are identified and customer needs are met effectively, maximising all available resources.
Compliance with the relevant Group standards including GHQ, HBEU and the Regulatory organisation as applied to the implementation of the RBWM strategy in their country
Whilst the job holder does not have a direct portfolio of customers they are responsible for generating leads by and making referrals to Wealth and if accredited and over the counter products be accountable for sales of Wealth products
The job holder operates within the approved operating and strategic plan process to develop the RBWM business
The HSBC Mobile Banker will deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
Qualifications, Skills and Experience:
Proven ability in customer service and building customer relationships
Ability to identify customer needs and influence customers to take appropriate action to meet their needs
An understanding of HSBC’s Credit Policy and Lending Guidelines
A broad knowledge of financial planning and defining customer needs
An understanding of the needs of the mass affluent customer segment in general
A full understanding of referral processes
The HSBC Mobile Banker should have good understanding of the Premier, Advance and Personal Banking Propositions
Strong verbal and written communication skills
Customer driven with a strong focus on quality of service
Proven ability in making lending decisions in accordance with bank policy and guidelines
A clear understanding of how value is created within the Premium segment, both for customers and the bank
Attain proposition and product related qualifications
Attain appropriate professional and regulatory qualifications as required by market
Attain any internal standards as required by Country
HSBC is one of the world’s leading banks, with a network covering 71 countries and territories. Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits. We have roles in retail, commercial, investment and private banking and a range of operational and functional teams.