Universal Banker

HSBC Holdings plc; Cambridge; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Over six weeks holiday

Perks at Work discounts

Market-leading pension contribution

Life Assurance

Flexible benefits platform

Sharesave schemes

Job summary

HSBC Holdings plc in Cambridge is seeking a Universal Banker to deliver outstanding customer experiences and educate customers on HSBC digital services. You will identify vulnerable customers and support those with complex banking needs, working as a key member of the branch customer service team.

The role is full-time with training provided; a starting salary of £27,000 for 35 hours per week plus a discretionary performance bonus, and benefits including generous holiday, pension, and employee

Qualifications

• Demonstrate excellent communication skills enabling you to engage in effective conversations, build connections and show empathy to customers.
• Ability to own customer enquiries through to resolution with a personalised, friendly and efficient service.
• Be resilient to a changing environment and able to support customers through complex needs.

Responsibilities

• Be the first point of contact for customers in branch and understand their needs to deliver outstanding service.
• Educate customers about HSBC digital services and fraud awareness.
• Identify customers in vulnerable situations and determine how to support them.
• Assist customers with more complex banking needs to ensure they feel supported in their choices.

Skills

Communication

Empathy

Resilience

Job description

As a Universal Banker, you’ll provide an outstanding service we can all be proud of, educating our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us. Our Universal Bankers actively raise fraud awareness protecting our customers and will identify and support those who are in potentially vulnerable situations or have more complex needs ensuring financial inclusion for all.

We’re looking for people who are passionate about delivering an outstanding customer experience, people who are ambitious and have a helpful personality.PreviousCustomer Service experience is helpful but is not essential.Whatwe’rereally interested in is someone who can hold a conversation and who has a genuine passion for goingabove and beyondfor customers – everything else we can teach you!

At HSBCwe’repassionate about coaching and developing our people,you’llhave access to our learning platform and the opportunity to develop yourself and your career further.

Within this roleyou’ll:

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers, take ownership of their individual needs and deliver an exceptional customerexperience
• Play an integralpart in customer education around HSBC digital services and fraudawareness
• Identifycustomers who are in vulnerable situations anddeterminethe best way we can supportthem
• Help our customers with more complex banking needs to ensure they feel supported in theirchoices

What do I need to be successful?

• Demonstrateexcellentcommunication skillsenablingyou to engage in effective conversations, build strong connections and show empathy to ourcustomers
• The ability to take ownership of customer enquiries through to resolution,you’llpride yourself on delivering a customer experience that exceeds expectations, delivering a personalised,friendlyandefficientservice
• Be resilient to a continuous changingenvironment

When & where you'll work

This is a full-time role that requires you to work35 hours per week between the hours ofMonday to Friday 09:00-17:00andSaturday 09:00-13:30.(Not all our branches are open on a Saturday).Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application.There may be times when we may ask you to supportother local branches within a reasonable distance to you with anyadditionalcosts reimbursed in line with HSBC Expenses Policy.

Your Training

You’llreceivefull trainingin-branch to get you up to speed with the specifics of your job role, the systems you will use, as well as the products and services that HSBC offer. OurCustomer Service Consultanttraining course is 9 days in total split over 3 weeks.As ourtraining is important, we require you to attend the whole course therefore you will be unable to take holidays during your training period.

WhatYou’llGet!

We offer an attractive starting salary of £27000 based on 35 hours per week, plus an annual discretionary performance bonus.

You’llalso receive:

• Over six weeks’ holiday. This includes bank and public holidays with theoptionto buymore
• Perks at Work Benefit where you will be able to access to 30,000+ nationalandlocal employee discounts
• A market-leading employerpension contribution
• Life Assurance, equivalent to four times your annual salary
• Access to a flexible benefits platform offering upgrades to Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover andmore
• Sharesave schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discountedrate

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail] .