Universal Banker RBWM

HSBC Holdings plc; Newcastle upon Tyne; On-site; GBP 25,000 - 35,000; Full time

Job summary

HSBC is seeking a branch-based, customer-facing sales professional to generate revenue by meeting Personal Banking and Advance customer needs while delivering quality service. You will use a structured needs-based conversation to match customers to HSBC products and services within regulation.

You’ll expand existing relationships and attract new customers through in-branch engagement, promoting multi-channel options and guiding customers to digital channels where appropriate.

Qualifications

• Experience in a customer-facing sales and service role.
• Ability to apply structured needs-based conversations.
• Proven ability to generate revenue through product sales and relationships.
• Ability to build new customer relationships and deepen engagement.
• Promote digital and multi-channel options to support customer experience.
• Ability to make referrals to specialist colleagues based on needs.
• Adhere to regulatory and policy requirements when selling products.

Responsibilities

• Welcome customers on branch entry and use structured conversations to understand their needs.
• Acquire new-to-bank customers through effective in-branch engagement.
• Develop existing customer relationships by identifying opportunities to meet evolving banking needs.
• Deliver consistently excellent customer experience and service where required.
• Promote multi-channel engagement and guide customers to additional channels where appropriate.
• Complete product sales except material risk products where regulation permits.
• Apply the EDRAS based sales process to discover needs and recommend suitable solutions.
• Provide referrals to Wealth Sales and Branch Specialists based on customer needs.

Skills

Customer sales

Needs-based selling

Revenue generation

Relationship building

Multi-channel promotion

Regulatory compliance

Fraud risk awareness

Job description

HSBC is one of the largest banking and financial services organizations in the world. Guided by our purpose of opening a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

The Opportunity

This is a branch-based, customer-facing role focused on generating revenue by meeting the needs of Personal Banking and Advance customers while providing service where required. You’ll use a structured sales approach to understand what matters to each customer and match them to the right HSBC products and services where regulation permits. The role also plays a key part in bringing new customers to HSBC and strengthening existing relationships through helpful, consistent interactions. You’ll encourage customers to use the most suitable channels for their needs, including digital options while maintaining a high standard of in-branch support. Success means delivering excellent customer experience, completing product sales responsibly and making effective referrals to specialist teams based on customer needs. You’ll also contribute to the wider performance of the branch through day-to-day support and risk awareness.

What you'll be doing

• Welcome customers on branch entry and use structured conversations to understand their needs
• Acquiring new-to-bank customers through effective in-branch engagement
• Develop existing customer relationships by identifying opportunities to meet evolving banking needs
• Deliver consistently excellent customer experience and service where required
• Promote multi-channel engagement and guide customers to additional channels where appropriate
• Complete product sales except material risk products where regulation permits
• Apply the EDRAS based sales process to discover needs and recommend suitable solutions
• Provide referrals to Wealth Sales and Branch Specialists based on customer needs

What we're looking for

• Bring experience in a customer-facing sales and service role with a focus on meeting customer needs
• Apply a structured approach to needs-based conversations and product recommendation
• Demonstrate capability in generating revenue through appropriate product sales and relationship deepening
• Build new customer relationships and convert interest into long-term engagement with the bank
• Promote digital and multi-channel options in a way that supports consistently good customer experience
• Make effective referrals to specialist colleagues based on customer needs
• Follow regulatory and policy requirements when selling products and providing customer support
• Protect the bank through vigilance against fraud, knowing your customer and managing operational risk in day-to-day activity

If you want your work to have a clear outcome each day for customers and for the branch this role offers real scope to make that impact. You’ll help customers make informed choices, connect them to the right products and services and introduce them to additional channels that fit their needs. You’ll also work closely with colleagues across the branch and specialist teams to make sure customers get the right support at the right time. If this sounds like the kind of role where you can do your best work, we’d welcome your application.

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] .