Personal Banker
HSBC - Canada, KY

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Employment Type: Regular

To provide superior sales and customer service to meet customer needs across multiple distribution channels.

Impact on the Business
  • Performs a variety of sales and service activities to retail, Advance, Premier and Business Banking customers, either face to face or through an alternate channel
  • Emphasis on client conversion, acquiring new account relationships, making qualified referrals and developing existing client portfolios through the 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 related to area of specialty
  • Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations
  • Provide basic operational support to the business as required
Customers / Stakeholders
  • Identify and understand basic customer needs in order to complete transactions with speed, efficiency and certainty
  • Act as second level escalation for handling customer inquiries
  • Maintain superior and courteous service to promote products and expand customer relationships
  • Exceed customer expectations in terms of speed, efficiency, certainty and professionalism, either face to face or through an alternate channel
  • Ensure branch or work area is maintained in accordance with HSBC standards
Leadership & Teamwork
  • Contributes to team-based approach in managing customer needs
  • Actively participates and assists with all Bank promotional programs, sales targets and direct marketing initiatives
  • Participates in business development programs within area of specialty to enhance product knowledge and cross selling skills
  • Actively refers customers to other areas of HSBC where appropriate
  • Demonstrate Group capabilities
Role Context
  • Work is of low complexity and involves straightforward challenges
  • Work is performed under general direction according to set parameters and set sales / performance targets
  • Requires some initiative and independent judgment in completing work, but supervisor provides direction for unfamiliar situations
  • Work is reviewed for attainment of standards, achievement of targets, adherence to policies, procedures, and timelines
  • Decisions impact the productivity / performance of functional area, other employees and customers
  • May work in call centre or branch environment where systems are available in meeting services quality objectives
  • May be required to work shifts outside of regular business hours
  • May be required to travel within region to backfill sales responsibilities
Management of Risk
  • Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
  • Promote an environment that supports diversity and reflects the HSBC brand
Observation of Internal Controls
  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators

  • 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 HSBC’s products and services
  • Sound knowledge of HSBC’s policies, practices, and procedures
  • Ability to multi-task, handle large volumes, tight turnarounds and multiple deadlines
  • Experience with conflict resolution
  • Mandarin an asset

About this company
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HSBC Bank Canada is a banking and financial services company. It has three segments: Personal Financial Services, Commercial Banking and...