Sales and Service Officer

5 months ago

مصر, Egypt HSBC Full time

-Job description

**Role Purpose**:
A branch based customer facing role generating revenue by meeting customer needs and service where required with personal banking and Advance customer segment. Providing consistently excellent customer experience and encouraging customers to use additional channels where appropriate to ensure delivery of the proposition. Undertakes all product sales including material risk products (where regulation permits) using EDRAS based sales process to discover customer needs. Providing referrals to both Wealth Sales and Branch Specialists based on customer needs.

Listed below are the outcomes performed by this role that directly align with key business goals. All performance should be in support of achieving these outcomes.

1. Acquire New to Bank Customers

2. Deepen Relationships with Customers

3. Deliver Service Excellence

4. Support the branch

5. Promote and deliver Multi-Channel Engagement

6. Protect the Bank - through vigilance against fraud, Knowing your customer, adhereing to regulations/polcies and minimising operational risk.

**Principal Accountabilities: Key activities and decision making areas**

**Impact on the Business/Function**

**Optimize the potential value of the customer base**
- Achieve personal WPB performance metrics
- Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face or at the telephone.
- Effective use of tools and information to drive customer service delivery and WPB performance
- In conjunction with your wider team build a high personal and corporate profile in the community in which you are based
- Establish and agree customer contact strategies in line with Group operating models
- Fully utilize and input to Customer Relationship Management data, ensuring all customer information is complete and kept up to date
- Ensure Direct channels are fully utilized by the customer
- Ensure all customer needs are met and sales opportunities are maximized
- Undertake effective Individual Reviews
- Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales
- Developing and growing new business relationships

**Customers / Stakeholders**
- Enhancing quality of customer service and ensuring that HSBC is the natural banker of choice
- Ensuring a consistently high level of customer service through seeking ways of streamlining and improving turnaround times by effectively dealing with customer complaints and achieving ongoing improvement in the Customer Satisfaction Rating
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets

**Leadership & Teamwork**
- Work as part of an integrated branch and multi-channel Premier management team, proactively supporting others.
- Participates in business development programs within area of specialty to enhance product knowledge, cross selling skills and relationship management skills.
- Actively refers customers to other areas of HSBC where appropriate

**Operational Effectiveness & Control**
- Ensuring consistently high level of customer service through seeking ways of streamlining and improving turnaround times by effectively dealing with customer complaints and achieving ongoing improvement in the Customer Satisfaction Rating.
- Continually monitoring and reviewing procedures in place and ensuring compliance with BIM/FIM requirements, audit recommendations, local laws and the Group’s compliance and money laundering requirements.
- Participation and managing of operational risk including its identification, assessment, mitigation and controls, loss identification and reporting in accordance with the framework as set out in Group Operations FIM.
- Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- To ensure that independent Audit review recommendations on Operational Risk are implemented.
- Maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators
- Implement Group Compliance Policy as applicable to the role.
- Manage the operational risk associated with the role and take action to minimize the likelihood of operational risk occurring including risk identification, assessment, mitigation and control, loss identification and reporting.

**Major Challenges**

The bank seeks to grow its WPB business through an efficient operation and the pursuit of excellent customer driven service, recognition of value, cross selling products and services appropriate to customer needs in order to enhance that value. In the face of fierce competition in this segment the bank is seeking to grow the significance of this group in their contribution to our business.

We should also recognise our responsibility t

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