HSBC is Canada’s leading international bank – there is no one like us in this market. For almost 40 years, our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients. With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.
HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.
It’s through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.
About Retail Banking & Wealth Management
Retail Banking and Wealth Management serves millions of customers worldwide, helping them manage their day – to day finances and save for the future. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division. We are committed to building long-term relationships with our customers, offering products and services to help them reach their goals and aspirations. We continue to exponentially grow our market share in Canada year on year.
Key Objectives for Premier Officer:
Handle client’s inquiries relating to the Premier Relationship Management’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 Premier Relationship Management for routine transactions.
Has strong knowledge of the Premier Relationship Management’s portfolio of clients with the support of Customer Relationship Management Solution 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 Premier Relationship Managements to execute suitable solutions for product areas responsible for with clients to fulfill their needs and ensure efficient follow up
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
Communicate effectively and works well with other teams within the Branch, Call Center, HSBC Operations, Services and Technology, 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 Premier Relationship Managements concurrently
Proactively identifies opportunities/issues and provides feedback to branch management and HSBC Operations, Services and Technology 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.
Promote an environment that supports diversity and reflects the HSBC brand.
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
Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
Complete other responsibilities, as assigned.
Knowledge & Experience / Qualifications:
Strong interpersonal and empathy skills with strong decision making and ability to deliver
Secondary school graduation required, University / College degree preferred
Completion of required HSBC Business School courses
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
Understanding of relationship management systems (Credit Risk Management and Relationship Managed Platform etc.)
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
Knowledge of the Bank’s lending systems such as Credit Approval and Risk Management, Credit Lending Manual & Security Processing, when applicable to the markets
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
Willing to be mobile in local community
Ability to use Word and Excel
Understands/ speaks Cantonese is required
Attain appropriate professional and regulatory qualifications as required by market Mutual Fund Licensing. Requires Completion of: Investment Funds in Canada Course; or Canadian Investment Funds Course; or Canadian Securities Course; and Mutual Fund Skills Builders Course
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
As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.