Personal Banker
HSBC Group
Richmond, British Columbia, Canada, North America
6d ago

Description

Global Vision. Local Focus. Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match.

Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures.

You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network.

HSBC has the institutional strength, capacity and commitment to support our Canadian client’s requirements here and around the world.

Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Retail Banking & Wealth Management Retail Banking and Wealth Management serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking.

We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

A day in the life of a Personal Banker include the following :

  • More than a Customer Service Representative or Teller, At HSBC the Personal Banker provides superior customer service, sales, operational administration, and risk controls to meet customer needs across multiple distribution channels.
  • Perform a variety of sales and service activities to retail, mass affluent, high net worth and business banking customers, either face to face or through an alternate channel.
  • Put emphasis on counter services, risk operation and control.
  • Recognize opportunities by making referrals for client conversion, acquisition of new account relationships and or cross and up-
  • sell of HSBC products and services that cross multiple distribution channels.

  • Responsible for ensuring the accurate and timely processing of all activities.
  • Ensure compliance, security and fraud, operational and system controls in accordance with HSBC regulatory standards and government regulations.
  • Provide operational support as required.
  • Identify and understand basic customer needs in order to exceed customer expectations to complete transactions with speed, efficiency and certainty.
  • Act as first level escalation for handling customer inquiries.
  • Maintain superior and courteous service to promote products and expand customer relationships.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
  • Contribute to team-based approach in managing customer needs.
  • Actively participate and assist with all Bank promotional programs, sales and direct marketing initiatives.
  • Participate in business development programs within area of specialty to enhance product knowledge and cross selling skills.
  • Adhere to operational policies and procedures and effectively identifies and manages applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Act as a primary point of contact for more complex operational inquiries involving internal and external parties.
  • Primary HBM role supervises the mutual fund sales business conducted within the branch (approve new accounts and monitor trading activity) and act as the primary point of contact for mutual fund customer inquiries requiring escalation.
  • Ensure customer expectations are exceeded in terms of speed, efficiency, certainty and professionalism either face to face or through an alternate channel.
  • Oversee, and monitor customer complaints and where possible handles resolution appropriately and or escalate complex or unsual issue to higher levels
  • Responsible for training and development in relation to Know Your Client (KYC) processes, policies, activities and reporting on behalf of functional area and / or branch.
  • Lead, promote and engage inteam-based approach in anticipating and managing customer needs.
  • Lead, engage and promote the culture of Treating Customer Fairly in the team
  • Provide staff performance reviews on quarterly basis to identify areas for improvement.
  • Provide training and development to others as related to operational and risk activities.
  • Provide open access for employees and customers to build rapport, discuss issues, and resolve concerns.
  • Responsible for overseeing team / functional area.
  • Recommend hires or hires appropriately, leverages the talents of the team, identifies potential leaders from the team, and takes corrective action where necessary.
  • Participate in business development programs within area of specialty to enhance product knowledge.
  • Actively refer customers to other areas of HSBC where appropriate.
  • Demonstrate HSBC Group Leadership capabilities and HSBC values and behaviours.
  • Promote an environment that supports diversity and reflects the HSBC brand.
  • Provide input to Branch Manager to assist with leading and developing an effective team through communication, performance management, development plans and reward / recognition practices.
  • Cultivate an environment that supports diversity and reflects the HSBC brand.

  • 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.
  • Qualifications

    Knowledge & Experience / Qualifications : The key success to this role is someone who thrives working in highly complex environment and has the industry expertise, business acumen, and strong people leadership experience to deliver.

    The minimum requirements for this role is as follows :

  • Secondary school graduation.
  • Demonstrated experience in banking or related industry in a customer service / client facing role.
  • Professional appearance and attitude.
  • Team player, development minded with ability to sell.
  • Excellent communication (verbal and written), customer service and interpersonal skills.
  • Willingness to be mobile in local community.
  • Ability to learn and operate new software and technology.
  • Basic knowledge of Banking products and services.
  • Ability to multi-task, handle large volumes, tight turnarounds and multiple deadlines.
  • Experience with conflict resolution.
  • Ability to speak Cantonese and Mandarin considered a strong asset.
  • Shift required.

    HSBC Proud In 2017, HSBC Bank Canada was named one of the Best 50 Corporate Citizens by Corporate Knights magazine, in addition to The World’s Best Bank by Euromoney Magazine in its annual Awards for Excellence.

    Join HSBC, and benefit from the following :

  • Career Development : Within your current role, as well as Canadian and international opportunities
  • Company Reputation : Offering prestige, strength, and longevity
  • Business Growth : Underpinned by our drive, and the highest banking standards
  • International Connectivity and impact : Build global relationships and be a part of international initiatives
  • A diverse workforce : Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
  • Corporate Sustainability : We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
  • Learn more about HSBC HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country.

    We help 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.

    HSBC Group - one of the world’s largest banking and financial services with assets of US$2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.

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