Premier Officer : 00008ILV

Employment Type: Regular

• To provide superior sales and customer service to meet customer needs through team portfolio management across multiple distribution channels.
• To support Premier Relationship Managers in product sales and relationship management processes.

Principal Accountabilities: Key activities and decision making areas

Impact on the Business

• Performs a variety of sales and service activities to all customers with the primary focus on Premier customers. Interactions are either face to face or through an alternate channel.
• Based on customer needs, identify sales opportunity, sell or promote referrals of deposits, investment and loan products
• Completes administrative support, processing, operational, servicing and/or accounting-related duties in support of Premier Relationship Managers.
• Monitor, manage and resolve any exceptions by reviewing daily/ weekly reports. Follow-up with customers by phone/email.
• Demonstrates a customer service attitude and may participate in sales campaigns and assisting with mining sales files, identifying sales opportunities and making referrals where appropriate.
• Responsible for ensuring the accurate and timely processing of all activities related to area of specialty.
• Handles complaints and concerns where possible. Refers unusual problems to higher levels.
• Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations.

Customers / Stakeholders

• Anticipate and understand customer needs in order to provide advanced sales, complete transactions and resolve issues with speed, efficiency and certainty.
• Provides exceptional service to both existing and potential customers, focus on Premier customers.
• Act as 1st level escalation for handling Premier customer inquiries and make decisions within assigned authority.
• Liaise with 3rd parties such as solicitors, appraisal specialists, title insurance companies, PFS Lending Solutions, CSC, LAC, etc.
• Ensure branch or work area is maintained in accordance with HSBC standards.

Leadership & Teamwork

• Provide efficient administrative sales support to the Premier Relationship Manager (PRM) by completing all processing, transactional, operational, servicing and/or accounting-related duties.
• Work as part of an integrated branch and multi channel Premier management team, proactively supporting others.
• Participates in business development programs within area of specialty to enhance product knowledge, cross selling skills and relationship management skills.
• Actively refers customers to other areas of HSBC where appropriate.
• Demonstrate Group capabilities.
• Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
• Complete other responsibilities, as assigned.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• Work is moderately complex and specialized in nature and involves mostly straightforward challenges.
• Work is performed under general direction according to set parameters and set sales / performance targets.
• Requires initiative and independent judgment in completing work but supervisor provides direction for unfamiliar situations.
• Work is reviewed for attainment of standards, achievement of targets, adherence to policies, procedures, and timelines.
• Decisions impact the productivity / performance of the functional area, customers and other employees.
• May work in call centre or branch environment where systems are available in meeting services quality objectives.
• May be required to work shifts outside of regular business hours.
• May be required to travel within region to backfill sales responsibilities.

Management of Risk (Operational Risk / FIM requirements)

• Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.

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.

Qualifications

Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

• Secondary school graduation.
• At least 2 years of experience in banking or related industry in a customer service / client facing role.
• Mutual Fund Licensing. Requires Completion of:
• Investment Funds in Canada Course; or Canadian Investment Funds Course; or Canadian Securities Course; and
• Mutual Fund Skills Builders Course
• Completion of HSBC Way of Selling.
• Completion of basic HSBC Premier training.
• World Selection (training provided by Asset Management Canada, AMCA).
• Career minded team player.
• Proven ability to sell and meet set sales / performance targets.
• Advanced communication and customer service skills.
• Willingness to be mobile in local community.
• Strong interpersonal skills to support the building of strong relationships with diverse groups of people.
• Ability to use Word and Excel.
• High attention to detail with advanced time management and organizational skills.
• University / College degree preferred.
• Ability to multi-task, handle large volumes, tight turnarounds and multiple deadlines.
• Ability to learn and operate new software and technology.
• Knowledge of HSBC’s products and services.
• Knowledge of HSBC’s policies, practices, and procedures within own area.
• Excellent analytical and critical thinking ability.
• Competent in conflict resolution.
• Ability to work independent.
• Understands / speaks French and English as well as Mandarin fluently.
• Understands / speaks Cantonese is an asset.

Job Field : Wealth Management.
Primary Location : North America-Canada-Quebec-Montreal
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy
Job Posting : 25-Jan-2017, 08:57:26 Unposting Date : 03-Feb-2017, 23:59:00