Digital Premier Funded Specialist

Why join us?

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, ultimately and helping people to fulfil their hopes and realise their ambitions.

The Opportunity:

• The role operates within RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests daily.
• We are seeking high caliber experienced digital sales agents to drive, convert and manage a seamless and efficient account opening experience for premium and high net worth customers.
• This role ensures a seamless, high-touch experience from digital application to account onboarding and funding for Premier customers. Role holders are also responsible for ensuring the new to bank account applications are accurately processed, compliant with regulatory requirements and aligned to the bank’s service excellence standards. The role serves as a critical link between customer, sales, compliance and operations team to enable timely onboarding and driving funding of premium clients.

What you’ll do:

• Drive, convert and manage a seamless and efficient account opening experience for premium and high net worth customers.
• Complete account opening applications from new to bank customers, specifically Premier clients – review applications, working on completing pending steps / queue clearances on applications, calling and engaging customers to provide required documents, making sure all provided documents are complying with bank procedures, following up with all connected departments until account is successfully account on system.

• Key responsibilities include but not limited to:

1. Lead Management & Conversion

Contact and qualify digital leads promptly to understand customer needs, explain HSBC’s account proposition offerings, confirm eligibility, and drive new to bank Premier account opening.

Guide customers through the digital account opening journey, ensuring all documentation and KYC requirements are met. Address customer queries related to Digital onboarding, account features and funding requirements. Proactively follow up on leads to minimize drop-offs, drive account opening and funding completion.

1. Application processing and verification :

Work on completing account opening applications and documentation (KYC, FATCA, CRS, CDD, etc) for completeness and accuracy. Conduct preliminary checks in line with internal compliance and risk policies.

1. Customer experience and relationship support

Reach out to customers in line with contact strategy to request for required documents. Provide proactive updates to customers and internal teams regarding application status. Handle queries and concerns professionally ensuring timely resolution. Uphold HSBC’s premium service standards in all interactions and deliver a premium onboarding experience that reflects the high-net-worth customers’ expectations.

1. Compliance and risk management

Adhere strictly to regulatory requirements (KYC, sanctions screening etc.) and internal policies. Escalate any suspicious activities promptly to compliance.

1. Collaboration and process improvement

Suggest process enhancements to improve turnaround time and customer satisfaction. Work closely with all concerned teams and stakeholders to resolve bottlenecks. Participate in training and quality improvement initiatives to stay updated on product and policy changes.

Overview :

• Receive digital leads of prospects’ interests for Premier account opening, drive funding, support other product cross-sell efforts.
• Discuss account proposition offerings, key USPs and ensure customer meets eligibility and is aware of service charges etc.
• Support premium customers on completing the account opening journey
• Follow up on incomplete required documents triggered by system
• Validate documents submitted and provided by customer to insure complying with bank standards and policy
• Provide customer answers required by risk teams (blacklist and sanctions teams) CDD / EDD for new customer profile
• Following up with unreachable customers through (Calls – Emails – SMSs)
• Approaching customers who are eligible for higher proposition for upgrades requests
• Ensure warm handover of newly boarded customers to relationship managers or portfolio management
• Updating SFE with all journey stages
• Daily MIs sales reporting

Key Performance Indicators

• Premier account opening sales
• Account funding for Premier customers, in line with Bank requirements and eligibility
• Application accuracy rate (error free submissions)
• Turnaround time
• Drive other product cross-sells
• Compliance adherence

Impact on the Business

Drive Commercial outcomes Customers / Stakeholders

• Provide excellent customer service to new to bank Premier customers by keeping up to date on training and internal communications
• Generate customer loyalty through strong knowledge of key products and services
• Owns and resolves issues and understands how and when to escalate

Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

Management of Risk

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM. 

What you will need to succeed in the role:

• Proven success in converting digital leads into sales and driving funding, management of high net worth customers. High degree of professionalism and confidence in closing deals with premium customers
• Consultative and advisory selling experience to customize and pitch the right offerings based on customer needs to drive Premier sales and funding. Skilled in uncovering customer goals (wealth, growth, international banking lifestyle needs etc)
• Fundamental wealth and deposit product knowledge
• Must be proficient in language(s) required by the process – English and Arabic
• Excellent communication skills – professional and effective business writing skills, emotional intelligence to read and adapt communication styles
• Sales motivated and has skillset for persuasive selling
• Strong knowledge of bank procedures regarding risk and compliance – KYC, CDD, Sanctions, BMLCM
• Takes pride in delivering what is promised in line with the customer and service expectations. Sales and service motivated. Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
• Able to manage leads in pipeline, in line with contact and follow-up strategy.
• Ability to work in a high-volume, fast paced environment is required.
• Efficient in handling high volume of applications while meeting turnaround SLAs, able to prioritize cases.
• Attention to detail
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Proficiency with personal computers and basic software packages and specialized applications
• Open to working flexible shifting schedules

What additional skills will be good to have?

Displays patience and empathy, customer centric. Excel skillset.

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, colour, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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