HSBC Group

The Jade and Wealth proposition is a strategic priority for HSBC and the role of Sr. Premier Relationship Officer is a key supporting role in the achievement of the proposition objectives.

The Securities Licensed Sr. Premier Relationship Officer (Sr. PRO) provides sales support to registered securities representatives as well as an ability to enter trade orders on accounts. The licensed Sr. PRO has a strong understanding of the brokerage industry, trading operations and HSI’s (HSBC Securites Inc. USA) brokerage products. Work is often performed under the direction of registered securities representatives.  

This role is a part of the Jade and Wealth relationship team and a key relationship support role created to provide an outstanding customer experience to the valuable Wealth clients and increase Financial Consultant’s client facing time. The Sr. PRO provides dedicated support to assigned Financial Consultants in the delivery of service and support activities, as well as in the day to day contact of clients, in turn allowing the Financial Consultants to focus on their broader overall goals of covering acquisition, cross sales, retention, and growth of their portfolios.  The role is not expected to provide securities recommendations to clients.

The Sr. PRO is identified as a point of contact for clients, in the absence of the Financial Consultant, in assisting them to reach the necessary channels to meet their needs.  In addition, the Sr. PRO may perform support tasks on behalf of the bank, including deposit account opening as necessary. Building an ongoing relationship based on value and service is critical to being successful in this role. 

In order to deliver high quality service to our customers the role holder will need to demonstrate a working knowledge of Premier and retail banking.

Impact on the Business

• Provide high quality sales support to a team of Financial Consultants.
• Reduce the time spent on process and administrative tasks by Financial Consultants to increase Jade and Wealth licensed sales staff’s capacity to meet clients, address client’s needs, and conduct higher value activities which will contribute to the overall cost efficiency  ratio.
• Support Jade and Wealth licensed sales staff to manage client contact and service, including, in the absence of Financial Consultants, answering client calls, resolving client enquiries on transactional needs and facilitating a smooth hand-off to the correct channels where appropriate, and managing key event reminders to maintain active client contact.
• Provide sales support to licensed sales staff including preparing and completing sales documents, managing data input and report generation, and liaising with support functions to follow through client purchase process requirement.
• Enhance clients trust in HBUS and Wealth’s capability of meeting their needs & support Financial Consultants to achieve their plan and the Jade and Wealth business they are responsible for.

Customers / Stakeholders

• Handle client’s enquiries relating to the Financial Consultant’s portfolio in a positive, timely, and appropriate manner. Aim to resolve the customer’s queries at the first point of contact. Help Financial Consultants follow-up on the resolution of complaints.
• Provide clients with an outstanding service proposition based on professional relationship management and outstanding service, adhering to global service standards.
• Meet client expectations in terms of efficiency, accuracy, timeliness, professionalism, and enthusiasm.
• Actively contact and engage Jade and Wealth clients in meaningful conversations for the portfolio's of Financial Consultants supported.
• Proactively responds to client in face-to-face and/or telephone settings, updating client profile screens with details of client contact.
• Maintains a working understanding and technical knowledge of relevant products and services.
• Strong knowledge of the Financial Consultant’s portfolio of clients with the support of CRMS and analytical tools.
• Support the Financial Consultant in the day to day activity of meeting client needs and achieving their KPI's.
• Generate and  analyze specialized reports on sales activities as well as analytical and administrative support for the Financial Consultant.
• Assist in maintenance of qualified clients. Work independently and in conjunction with the Financial Consultant in identifying and onboarding new clients as well as maintaining existing accounts.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Support one or more registered representatives, or those with large books of business.
• Have regular contact with clients regarding their accounts, under the direction of a registered securities representative.
• Enter orders for clients and opens new customer accounts at the direction of the registered representative. 

Leadership & Teamwork

• Communicates effectively and works well with other teams within the Branch, Call Center, HTS (HSBC Technology Services), and other relevant partners that impact the client’s experience of HSBC; in order to ensure a consistent approach and application of Wealth standards.
• Proactively identifies opportunities /issues and provides feedback to management to improve service and processes.
• Achieve the operational standards for the business and work within agreed procedures and guidelines - displaying high levels of integrity at all times.
• Delivering the firm - Put the client at the heart of our business and deliver joined up services and solutions.

Operational Effectiveness & Control

• Ensure all processes and procedures are accurate and in accordance with HSBC Bank  and HSI  policy standards and regulatory requirements.
• Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling.
• Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls.
• Contribute to HSBC by creating and retaining market leading standards and controls.
• Assist in maintaining NDIP  (Non Deposit Investment Products) policy standards and avoiding customer confusion between Bank and Wealth products.
• To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
• Complete other responsibilities, as assigned.

Major Challenges

• Build extensive knowledge of HSBC systems and procedures in order to deliver on client needs.
• Proactively help HSBC identify opportunity to improve process efficiencies.
• With sensitivity, redirect clients to the most effective and efficient channel.
• Support the client in navigating the channel of their choice (to interact with HSBC) effectively and efficiently.
• Ensure the client consistently receives a professional premium service which exceeds their expectations at all times.
• Provide high quality support to multiple Jade and Wealth licensed sales staff.
• Maintain high standards of control and operational practices in line with HSBC’s expectations.

Role Context

• Jade and Wealth are key propositions in RBWM’s strategy. Over recent years, our business and organisation has made considerable progress both in our performance versus peer group and in our strategic transformation. Over the medium term we have been improving both our profitability and our ability to meet the needs of our target clients.
• We have four overriding principles that will apply to the delivery of all propositions, products and services through all channels to all customers at all times:
• We will treat all customers fairly.
• We will apply the HSBC Group values and business principles in all of our dealings with customers.
• We will meet, or exceed, all local and international laws, regulations, and codes of practice.
• We will deliver services to customers in a manner that provides speed, ease, certainty and empathy.

Management of Risk

• Assist in maintaining NDIP  (Non Deposit Investment Products) policy standards and avoiding customer confusion between Bank and Wealth products.
• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
• Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials.The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
• The jobholder will ensure that fair treatment of our clients is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the behaviors consistent with the HSBC Values.
• The jobholder will also continually reassess and manage the operational risks associated with the role and inherent to the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring, the impact of new technology, and compliance with the relevant Financial Instruction Manual (FIM), Business Instruction Manual (BIM) , HSI Compliance policies. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern in conjunction with line management and/or the appropriate department. Issues which are not addressed should be escalated to senior management.

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
• The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. HSBC expects to be a global leader in this area and therefore every employee will seek to set market-leading standards.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adhering to all relevant processes/procedures and by liaising with the Compliance department about new business initiatives at the earliest opportunity.
• Maintains HSBC internal control standards including timely implementation of internal and external audit points together with any issues raised by external regulators.
• Ensure employees apply compliance and operational risk controls in accordance with HSBC or regulatory standards and policies; optimize relations with regulators by addressing any issues.
• In the occasional absence of the Financial Consultant, ensures that all unsolicited orders are executed in a timely and accurate manner, and that all documentation is maintained to standards.

Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions

• Series 7, 63 and life and health insurance licenses required. Must be registered or obtain approval for registration with the necessary States where registered representative will be conducting business.
• Strong interpersonal and responsiveness skills with good decision making and ability to deliver.
• Minimum of three years working in financial services industry.
• Knowledge of brokerage products and services, operations supporting them and pertinent regulations affecting their delivery.
• Previous experience in Retail/Premier Bank sales preferred.
• Understanding of core products, Premier proposition, and familiar with retail and wealth product processes.
• Understanding of relationship management systems (CRM and RM Platform, etc.).
• Solid understanding of appropriate branch operational procedures.
• Knowledge of Anti Money Laundering Knowledge of relevant regulatory governance in US.
• If internal, nowledge of HSBC and personal banking.
• Team player, collaborative skills combined with understanding client needs.
• Knowledge of local and Group compliance regulations.
• Ensure delivery of high quality client experience and needs-based solutions through effective communication

Leadership Capabilities

• Have an understanding of the immediate regional Global Wealth Strategy and the ability to plan own activities accordingly.
• Ambitious about providing the highest standards of delivery to colleagues and clients.
• Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity.
• Authentic and shows ability to engage with colleagues and clients to deliver at pace.
• Makes considered decisions that protect HSBC and our clients.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.