Mô tả công việc
Roles & Responsibilities
In this role, you will:
Impact on the Business
- Provision of efficient face‑to‑face banking operations in the Priority Centre, including cash and cheque transactions
- All operational requirements, including bundling, labeling, sorting of notes
- Identify cross‑sell and new product opportunities and complete effective referrals to Personal Bankers and customer groups in HSBC
- Specific ownership of complex or high‑value transactions requiring additional knowledge or experience
Customers / Stakeholders
- Provision of an excellent customer experience, by providing an efficient, friendly and prompt service
- Assist customers to prepare necessary documentation for account maintenance, updating details etc.
- Actively participate in the ‘customer retention’ strategies as directed by managers to ensure customers are retained
- Actively introduce alternative delivery channels, such as Personal Internet Banking and Express Banking facilities
Leadership & Teamwork
- Support team members within the Retail Store or Priority Centre by sharing innovative and creative ideas to improve processes and operations
- Actively participate in the team culture across Sales and Service
- Provision of advice and guidance to colleagues within team, supporting them with complex transactions
Operational Effectiveness & Control
- Ensure satisfactory implementation of audit recommendations
- Monitoring the status of the Retail Store or Priority Centre Express Banking facilities, ensuring contents are replenished as required (where these are serviced by the Priority Centre)
- Adherence to all Priority Centre compliance regulations
- Utilise referral and activity management system – CRMS for MI recording as agreed in objectives
Qualifications & Experience
- Knowledge of cashiering procedures and regulations
- Knowledge of core products, account opening systems and Customer Relationship Management system
- Knowledge of all appropriate Retail Store / Priority Centre operational procedures
- Awareness of regulatory and compliance issues as required
- Strong interpersonal and customer service skills
- Good decision‑making skills and proven ability to deliver accuracy and efficiency
- Sales referral skills