| Job Description: |
Make the Right Move and join a winning team! Build your career with us. HSBC - North America is part of HSBC Group, one of the largest banking and financial service organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities. Supports the Premier Remote team located in the Customer Relationship Center (CRC) . As a member of a team of Relationship Bankers, administers and services Premier, Advance and Plus customer relationships via inbound and outbound calling to develop, expand and retain customer relationships. Recognize customer's financial needs as determined by customers profile to refer appropriate financial services, including deposit, credit, insurance and investment. Serves as member of a team of remote Relationship Bankers who assist in maintenance of qualified clients migrated from the Branch Network ; delivery of products and services to those customers by pro- active outbound contacts along with managing and selling through campaigns, referrals and client needs. Provide targeted sales opportunities to select customers and proactively sell to current and potential Premier, Plus and Advance customers. Outbound and inbound contacts with current affluent customers discussing their financial requirements. Refer customers to other specialized product areas as required (Mortgage, Financial Advisor) Organize daily activities to pro-actively contact, solicit, sell and service the Premier customer base within the Premier Relationship Team portfolio, identify and capitalize on cross-sell opportunities for Company products and services; closing of sales opportunities. Work closely with Financial Advisors, Insurance Sales Officers and Mortgage partners to further develop client relationships. Complete all sales activity documentation to provide a record for performance tracking and assist in targeting future sales efforts. Ensure completeness and accuracy of all customer documentation and files, including obtaining references from other Company entities as required. Coordinate the application process by ensuring collection and organization of all necessary application information for processing and/or higher management. Work with customer to obtain information needed on a regular basis to audit, certify and update client files. Ensure policy exceptions are routed to the appropriate channels to ensure timely action. Ensure activities comply with pertinent internal policies, including Know Your Customer and external regulations. Under minimal supervision in a call center environment, conduct outbound calls and manage inbound calls; may resolve customer inquiries, as appropriate, in a professional manner. Provide extraordinary service through phone interaction with customers, building rapport, completing needs analysis. offering advice and overcoming objections to generate sales. Demonstrate and recommend ways to improve customer service and increase productivity and sales. Work well independently, complete assigned tasks within established time frames and regular assignments without reminder or additional requests. maintain production, quality and sales standards to meet individual and department goals. Continuously enhance sales skills and product knowledge. The team and function is new and the role continues to evolve requiring a good degree of flexibility and embracing of change management. Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Promote an environment that supports diversity and reflects the HSBC brand. Observation of Internal Controls (Compliance Policy / FIM requirements). Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Basic Qualifications: - Minimum of an Associate's degree in business, related field or equivalent experience
- Minimum of four years proven affluent customer sales and/or support experience or equivalent, Outbound sales experience preferred
- Proven and progressive financial services and/or retail sales experience or equivalent, including evidence of strong sales results and ability to close a sale
- Relationship management experience with high net worth customers preferred
- Series 6, 63 and life and health insurance licenses required or ability to attain within sixty days of hire
- Proven analytical, decision-making, interpersonal, communications, customer service, sales, problem-solving, multi-tasking and organizational skills
- Knowledge of Company products and services for affluent customers, operations supporting them and pertinent regulations affecting their delivery
- Proficiency with personal computers as well as pertinent mainframe systems and software packages
- Multi-language skills a plus, Mandarin Cantonese, Spanish
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