Sales and Service Officer

HSBC Holdings plc; Dubai; On-site; AED 96,000 - 204,000; Full time

Job summary

HSBC Holdings plc in Dubai seeks a customer service oriented professional to service walk-ins, understand needs and deepen relationships. You will represent the bank with integrity and deliver high-quality service while promoting suitable HSBC propositions.

The role requires knowledge of HSBC credit policies and lending guidelines, and the ability to identify referrals for financial planning. A Bachelor's degree is essential for UAE visa eligibility.

Qualifications

• Proven ability in customer service and building customer relationships.
• Ability to identify customer needs and influence actions.
• Understanding HSBC’s credit policy and lending guidelines.
• Broad knowledge of financial planning and needs.
• Understanding of mass affluent customer segment.
• Understanding of referral processes.
• Understanding of Premier, Advance and Personal banking propositions.

Responsibilities

• Be the face of the bank for customer service in branch.
• Review customers and assess needs, upsell appropriate propositions.
• Refer to specialists as needed and ensure high-quality service.
• Coach and develop teammates to meet TOM standards.

Skills

Customer service

Relationship building

Communication skills

Credit policy knowledge

Education

Bachelor's degree

Job description

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.

In this role, you will:

• The role is primarily a customer facing role servicing customers. Professionalism, communication skills, demonstrating empathy while maintaining a clear customer focus and a broad understanding of the fundamentals of service, Coupled with needs based sales planning are critical to the success of the business. The role holder has a responsibility to be the face of the bank when the customer walks in the branch for his service or banking needs. They need to understand customer needs with a view to upgrade existing customers to appropriate propositions and cross sell IWPB product and services. The job holder is required to identify referrals for financial planning needs and to referrals to a specialist as required. The job holder is required to provide a high-quality and holistic service with prompt completion of customer service request with a focus on deepening the customer relationship essential to drive customer loyalty and increase the wallet share of HSBC.


• Completing full customer reviews and understanding customer needs whether immediate or future is a key part of this role. The role holder will respond to a combination of ‘walk-in’ customers and creating opportunities from centrally created contact list both being the main sources of their activity. The role holder will need to understand and deliver the standards of service quality required maintaining published service level agreements. The facilitation of approval of facilities in accordance with credit policy and lending guidelines will also be required to ensure the jobholder can meet all of the customer’s needs. Ownership of customer relationships is vital along with the ability to coach and develop other team members towards ensuring the Target Operating Model (TOM) as defined by Group is implemented.


• On a selected and business needs base the jobholder also might service Premier Customer requiring the necessary Premier trainings and accreditation. Equally on a selected base and aligned with business needs the job holder is servicing Advance and Personal Banking customers with limited face to face contact. These priorities are reflected in individual Balanced Scorecards and form the exception.

To be successful in the role, you should meet the following requirements:

• Proven ability in customer service and building customer relationships


• Ability to identify customer needs and influence customers to take appropriate action to meet their needs


• An understanding of HSBC’s credit policy and lending guidelines


• An broad knowledge of financial planning and defining customer’s needs


• An understanding of the needs of the mass affluent customer segment in general


• A full understanding of referral processes


• An understanding of the Premier, Advance and Personal banking Propositions.


• Accuracy of service delivery


• Strong verbal and written communication skills. Provide clear, consistent, and factual information to clients , ensuring accuracy and transparency in all verbal and written communication


• Brand representation: represent HSBC professionally in every client interaction by demonstrating integrity , empathy & adherence to the bank’s service values & brand promise


• Customer engagement and relationship management


• Proven ability in making lending decisions in accordance with bank policy and guidelines


• A clear understanding of how value is created within the Premium segment , both for customers and the bank


• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE.

You’ll achieve more at HSBC.

HSBC is 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 believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited