Wealth and Personal Banking (WPB)

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking an experienced professional to join our team.

In this role, you will:

Impact on the Business/Function

· Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.

· Delivers what is promised in line with customer expectations

·Offers value added products and services based on customer needs analysis and ensuring customer understanding of those products

Customers / Stakeholders

· Use a range of simple techniques to personalise the customer’s experience in a way that makes them feel valued and appreciated Satisfy customers’ expectations by providing appropriate solutions in a prompt, efficient and personalised way

· Certified to handle multiple propositions (i.e. Advance, Premier) with multiple products (i.e. Core Banking, Cards)

· Generates customer loyalty through strong knowledge of key products and services

· Owns and resolves issues and understands how and when to escalate

Leadership Teamwork

· Acts as a role model for our Group Values and behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.

· Values diversity amongst team

Operational Effectiveness Control:

· Knowledge of Group compliance, Operational Risk. Maintains HSBC internal control standards

· Awareness of all elements of Operational Risk associated with the role.

- 立足于中国内地，为广大汇丰中国客户提供面向全球的卓越服务

- 通过客服电话、邮件以及我行所提供的智能化服务工具等渠道，高质高效地响应汇丰中国潜在及现有客 户的服务需求。

- 准确细致地解答客户的疑问，贴心了解客户所需，能够给予恰当的产品或服务推荐，或者组织相应的解 决方案

- 妥善处理客户的诉求，在合规合法的前提下能够调动足够的灵活性及协作能力积极促成问题的解决

- 工作中致力于建立和维护我行与客户的良好关系 - 为金融市场的有序透明运作而努力，平等对待每一位客户。