sales and services officer
HSBC - United Arab Emirates
Total years of experience :11 years, 0 Months
*Achieve individual RBWM performance metrics
*Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response either face to face, in written or at the telephone.
*Effective use of tools and information to drive customer service delivery and RBWM performance
*Execute on customer contact strategies in line with Group operating models and strategy set by regional Customer Relationship Management team
*Fully utilize and input to Customer Relationship Management data, ensuring all customer information is complete and kept up to date
*Ensure all customer needs are met and sales opportunities are maximized
*Undertake effective Individual Reviews
*Work on leads provided through customer life cycle management and tactical campaign and follow up on diarized leads
*Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales
*Assist in Sales Floor Management periodically and on a need base counter and teller positions with support on cash and cheque transactions
*Take ownership for the reason for the customer visit to HSBC and deliver an effective solution
*Work with the wider team to deliver the Branch RBWM Performance measures and plan to support the multi-channel customer journey
*Work as part of an integrated branch management team to ensure, standards and are met and operating models delivered
*Ensuring that sales & operations are undertaken in accordance with HSBC Bank FIM, BIM and Credit Policy Manual appropriate lending guidelines
*Deliver to published Service Level Agreements and customer standards
*Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
*Keep records of customer interactions and transactions
*Identifying and assessing customers’ needs to achieve satisfaction
*Build sustainable relationships of trust through open and interactive communication
*Meet personal/customer service team sales targets
*Providing services as supervision to the fresh employee
*Identify customer needs and refer customers to appropriate banking services and specialists
*Building relationship and trust between customer and back
*Assisting Customer to develop understanding for company Services and products
*Derive insights to Competitor Sales activities and effectively counter the efforts.
*Handle complaints, provide appropriate solutions and alternatives within the time limit
*Keep strong follow up to ensure resolution
* Identify customer needs and refer customers to appropriate banking
services and specialists
* Accept money or cheques deposited by customers, verify records and
receipts, and credit customers' accounts
* Pay money to customers according to advice slips, cheques or negotiable
documents, and debit customers' accounts
* Assess the viability and credit risk of business and consumer loan
proposals.
* Provide change and cash cheques.
* Record transactions.
* Balance cash and advice supervisors of cash position or discrepancies.
* Answer customer enquiries.
* Open and close accounts for customers.
* Deal proactively with the branch customers to fulfill their banking
requirements and solve their queries efficiently.
* Manage customer traffic within the branch to ensure key service
standards are met.
* Assisting ensuring consistency of internal / external customer
experiences by inculcating a Service Culture and leading by example.
* Rectification of all customer complaints communicated through verbal,
written or other channels.
* Involvement in the activation of branch dormant accounts.
* Assist in Branch Cross selling & promoting retail banking products.
* Assist in ongoing service related initiatives/projects.
* Channelize branch traffic according to the customer requirements and
management thereof.
* Responsible for ensuring timely payment of loans, grants and bills.
* Monitoring and processing of payments and expenditure.
* Prepares and monitors the organization’s payroll system.
* Formulate and implement the organization’s financial plans and keep up-
to-date account records.