Customer Experience Associate
Make the Right Move and join a winning team! Build your career with us. HSBC - North America is a 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.
Complete transactional and service-oriented duties within a single branch location. Completes financial transactions and provides customer service through offering products that satisfy customer needs. Maintain regular sales quotas. Initiate contact with current and potential customers to identify needs, offer appropriate product(s) that meet customers' needs and expand relationships. Refer customers to appropriate branch personnel for more complex needs. Identify customers with additional profit potential and develop action plans to address those relationships. Utilize customer relationship management system to provide tailored product offerings to customers. Support selling initiatives to current and potential customers, including phone-based sales. Provide superior customer service when handling account issues. Educate, encourage and persuade customers to utilize alternative delivery channels, including ATMs, telephone and internet banking. Complete other responsibilities, as assigned. Meet established sales referral and promotional goals. Complete all sales activity documents to provide a record for performance tracking.
Accept and process more complex deposits, payments, checks for cashing and other transactions according to established procedures and performance standards. Ensure adherence to established customer service standards for every transaction including meeting or exceeding standard mystery shop scores. Live and represent the brand; exemplify the five brand attributes of being perceptive, progressive, responsive, respectful and fair, both internally and externally. Maintain current knowledge of Company products and services and applicable Federal regulations, including Bank Secrecy Act and Know Your Customer principles. Assist in other customer service and operational activities as required. This position spends approximately 50% of the time completing the duties of a Consumer Banker and the remaining 50% of the time completing the duties of a Senior Branch Customer Service Representative. 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. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Applicable sales goals determined by branch location.
Basic Qualifications:
- Minimum of high school diploma or equivalent experience
- Minimum of one year’s proven branch office or retail customer service experience or equivalent
- Strong interpersonal and communications skills
- Proficiency with personal computers and office machines as well as pertinent mainframe systems and software packages
- Demonstrated product knowledge and referral abilities
- Ability to communicate with tact and diplomacy and present a professional image for the branch
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