Job Description

Date Posted: 2010-07-20 Ref. JB1543024

Advance Relationship Officer

Role Purpose

To develop and manage the individual portfolios of 600 Advance customers, which includes proactive cross selling of profitable banking products and the provision of higher value investment and insurance products to existing and new clients. In simple terms, to earn 100% of every credit worthy client’s business. Product emphasis is based on economic profitability, with fee income products and off balance sheet products being of the highest priority. Main focus is on basic banking requirements and cross-sell of cards and loans

Main Responsibilities
Customer Growth

• Provide a single point of contact for Wealth Management customers on their portfolio.
• Maximise product sales to agreed targets by probing customer needs & actively cross selling PFS products and making Group referrals.
• Identify and follow up sales opportunities based on potential customer lists and ensure that all customer contact is updated on CRMS.
• Provide advice and guidance to colleagues on PFS products and services as required.
• Ensure that his/her product and process knowledge (including that of competition) is current at all times.
• Ensure that the work area is maintained in good condition and that product literature is available and prominently displayed.
• Direct & refer customers to International Banking Centre, Premier, Investments & Insurance as appropriate.
• Maintain customer contact once every quarter for Wealth Management customers.
• Educate and encourage customers to utilise remote distribution channels.
• Conduct regular customer interviews and update information on the system.
• To achieve sales targets set
• Make outbound sales calls (campaign specific)
• Act on requests received by letters from wealth management customers
• Data entry of loan figures on daily basis
• Analysis and follow up of monthly Advance exception report. This includes checking of accounts, speaking to customers, following up on customers that have left the companies, liaising with CMU, removing OD facilities and generally reviewing the reason for the exception.
• Technical summary of main tasks (as per attached)
• Meeting Bank operational Service Level Agreements (SLAs)
• Evidence ongoing competency by completion of one competent telephone observation and one competent meeting observation as a minimum per month.
• Completion of continuing Performance Development - 35 hours

Service
• Ensure through personal example, that HSBC provides a high quality service for its customers.
• Take ownership of specific customer complaints from initial contact to problem resolution
• Handling general customer queries and redirecting them as appropriate to other staff.
• Provide support at customer events during or outside normal office hours when required.
• Provide feedback on improvement to products and processes.
• Update customer’s static data appearing on CRMS on a periodical basis.
• Maintain customer contact (minimum once every quarter)
• Ensure maximum usage of CRMS to spot cross sell opportunities and update customer contact history
• Deliver credit card/ATM card/Chequebook for wealth management customers

Skills

Key Challenges
• The principal challenge is to manage advance portfolio and to grow the Advance customer base by attracting new account holders while at the same time maintaining effective relationships with existing customers, some of whom given family/cultural backgrounds require careful and sensitive handling.
• The job holder is also required to effectively co-ordinate activities with other departments in order to maximize conversions from the lead referral process.
• While developing and establishing close relationships with FPMs/HSBC Private Banking to effectively cross-sell or refer business the jobholder must ensure that the Advance customer continues to be satisfied with the Total Advance Relationship.

Experience & Qualifications
• University degree
• 2 - 5 Years or more related experience