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Client Relationship Support

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HSBC

8d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Banking & Finance
  • Pune

AI generated summary

  • You need 3+ years in banking, knowledge of products/processes, strong organization, customer focus, teamwork, professionalism, and relevant qualifications. Complete AML training as mandated.
  • You will support RM's in achieving sales targets, manage client service, ensure compliance, assist in back-office functions, and maintain accurate documentation and records for Premier clients.

Requirements

  • 3+ years’ experience
  • Has exceptional and updated knowledge of Banking products, systems and processes.
  • Is well organized and depicts professional image
  • Displays extra-ordinary Business focus and customer orientation and provides exemplary service
  • Is self-motivated and has the drive to overachieve on goals and targets set out
  • Displays close bonding with immediate team members and skillful association with support group colleagues
  • Attain appropriate professional and regulatory qualifications as required by market.
  • Attain any internal standards as required by country
  • Minimum Graduation or as required for the role, whichever is higher
  • Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required

Responsibilities

  • Assist the Top Tier RM’s to achieve the AOP sales targets
  • Manage the Service Proposition for the Premier customers
  • Manage all processing in relation to the Wealth Management System.
  • Ensure audit & compliance while processing customer requests
  • Manage all back-office functioning in relation to Premier Clients.
  • Assist in creating and maintaining the Premier centre environment where the team maximises performance & provides highest quality service in line with the Target Operating Model (TOM) as defined by Group.
  • Assist the TTRM’s in maintaining the required contact frequency with customers
  • Conduct Customer Focused Discussions
  • Assist the TTRM in organizing events as and when required.
  • Refer the attrition cases to TTRM immediately
  • Coordinate with cross functional teams to manage Premier TAT / customer expectations
  • Manage the desk (including required contact activity) in the absence of the TTRM
  • Act as a guide to other teams on matters related to operations and service
  • Zero discrepancies on documentation for new Liability & Wealth accounts.
  • Ensure 100% accuracy on all KYC and Non KYC documentation and processing of customer instructions
  • Ensure all entries captured on WMS are error free and that the entries are reconciled everyday.
  • Achieve the operational standards for the business and work within agreed procedures and guidelines - displaying high levels of integrity at all times
  • Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.
  • Minimum concurrent audit comments and NIL reminders
  • Ensure NIL frauds for any cases sourced /handled by the branch.
  • Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
  • Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager (As applicable and required by the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.
  • Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities
  • Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
  • Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe
  • Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;
  • Requesting additional AML training that you deem necessary or appropriate to perform your jobs through your entity manager
  • Demonstrate an understanding of PEP acceptance, prohibition, CDD & EDD guidelines in order to ensure that the INM RBWM is fully compliant with the PEP LoBP.
  • Understand the relatively high reputational risk that arises from any perceived weaknesses in controls in respect of substantial cash deposits or withdrawals activity, wire transfer, monetary instruments and pouch and mail
  • To be aware and Identify high risk indicators for various products and Services offered by INM RBWM example Cash, insurance, credit cards products etc
  • Ensure that all records are obtained in respect of INM RBWM customers or New to bank customer for any products and services provided by HSBC are as per the process laid down.
  • Must ensure that the prescribed process is being followed while dealing with non HSBC customers request for monetary instruments and wire transfers
  • Ensure Adherence to the regulatory guidelines and internal AML & Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures
  • To be aware of AML risk posed by pouch and mail, Monetary instruments, cash services and wire transfer services and should undergo the mandatory training for the same
  • Necessary remediation steps needs to be undertaken in case if there is any breach or non-adherence to the policy laid down in the LoBP
  • Must undertake necessary due diligence to ensure that the nature of the transaction is in sync with the customer profile, else raise it to line manager for further clarification
  • The staff must be aware of the scope of services of various products and services that are offered and those which are prohibited because of the guidelines laid down in the line of Business procedures and must ensure the same is communicated to customer in an effective and polite manner
  • Ensure adequate due diligence is undertaken by the Individual/team to ensure that the nature of the various transactions of wire transfer, cash services, monetary instruments are in sync with customer profile

FAQs

What is the primary responsibility of the Client Relationship Support role?

The primary responsibility of the Client Relationship Support role is to provide outstanding customer experience to Premier clients and support Top Tier Relationship Managers (TTRMs) in achieving their income plans, including acquisition, retention, and growth of client portfolios.

What qualifications are required for this role?

A minimum of a graduation degree is required, along with 3+ years of experience in banking, exceptional knowledge of banking products, systems, and processes, and attainment of appropriate professional and regulatory qualifications as required by the market.

What skills are essential for success in this position?

Essential skills for success in this position include exceptional customer orientation, strong organizational abilities, effective communication skills, teamwork, and the motivation to achieve set goals and targets.

Is training provided for compliance requirements?

Yes, mandatory training in Anti-Money Laundering and Sanctions is required, along with a post-course assessment.

How does this role contribute to team objectives?

This role assists TTRMs in maintaining required contact frequency with clients, managing the service proposition for Premier customers, and organizing events, thereby directly contributing to team objectives.

What type of clients does this role interact with?

This role interacts with high-value personal clients, including personal banking individuals and families, business owners, investors, and ultra-high-net-worth individuals.

Are there opportunities for professional development within HSBC?

Yes, HSBC is committed to providing opportunities for continuous professional development and growth within an inclusive and diverse environment.

What kind of work environment can one expect in this role?

The work environment is dynamic, focused on delivering high-quality service and maintaining operational effectiveness while complying with regulatory guidelines and internal policies.

What are the expectations in terms of operational effectiveness in this role?

The role requires maintaining high levels of accuracy and integrity, minimizing operational risks, ensuring compliance with regulations and policies, and achieving operational standards for the business.

How does this role handle client inquiries in the absence of TTRMs?

In the absence of TTRMs, the Client Relationship Support role acts as the first point of contact for clients, managing inquiries and ensuring a continuous level of service.

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HSBC

Finance
Industry
10,001+
Employees
1880
Founded Year

Mission & Purpose

Opening up a world of opportunity for our customers, investors, ourselves and the planet. We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 63 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers. HSBC is listed on the London, Hong Kong, New York, Paris and Bermuda stock exchanges.

Culture & Values

  • We value difference

    Seeking out different perspectives

  • We succeed together

    Collaborating across boundaries

  • We take responsibility

    Holding ourselves accountable and taking the long view

  • We get it done

    Moving at pace and making things happen