Job description
HSBC is following Canadian government guidelines to stop the spread of COVID-19. We are keeping our customers, employees and job applicants safe through enhanced safety protocols undertaken at our branches, remote working where possible, mandatory vaccinations and video / telephone interviewing.
Opening up a world of opportunity.
We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses. We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.
Wealth and Personal Banking
We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.
About the role
To provide operational and administrative support and quality standards to the Personal Financial Services business. Overall nature of work is of low to moderate complexity.
Responsibilities:
- Exceeds expectations in terms of speed, certainty and efficiency of response.
- Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.
- Act as second level escalation for handling more complex issues as well as a referral point for signing authority and approvals.
- Maintain superior and courteous service to internal and external contacts.
- Ensure branch or work area is maintained in accordance with HSBC standards.
- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
- Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.
- Provide guidance to Operational, Risk and Administration Associates, Personal Bankers and Premium Bankers.
- Participates in quality, regulatory and compliance training in order to meet performance targets.
- Promotes an environment that supports diversity.
- Demonstrates Group capabilities.
- Promote an environment that supports diversity and reflects the HSBC brand.
- 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.
Requirements
- Secondary school graduation.
- 2 - 3 years of experience in a customer facing role in the banking industry.
- Must be fully bilingual in English and French
- Have Completed or willing to obtain with HSBC support:
- Mutual fund license, Investment Funds in Canada Course; Canadian Investment Funds Course; or Canadian Securities Course. For Quebec only, Institute of Canadian Brokers certificate of achievement.
- Professional appearance and attitude.
- Team player and development minded.
- Ability to learn and operate new software and technology.
- Detailed orientated with good time management and organizational skills.
- Ability to multi-task.
- Previous customer service / banking industry experience an asset.
- Ability to handle large volumes, tight turnarounds and multiple deadlines.
- Some experience with conflict resolution required.
- Ability to work independently
HSBC Proud
As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.
If this is not the ideal role for you, we invite you to sign up to our talent community so that we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help us build the bank for the future.
We encourage all Indigenous peoples of North America and Persons with Disabilities to self-identify in their applications. In addition, we invite you to reach out to Dianne Calma, our Diversity Recruitment Relationship Manager at dianne.calma@hsbc.ca for support during the selection process.