AM Regional Support, BN

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In

Principal Responsibilities

The role incumbent will provide support to CEP/Premier/Mortgages sales teams in tracking portfolio, lead management & BAU activities. S(he) will also support on resolving queries /complaints and liaise with the central teams to ensure resolution.

• Facilitate the acquisition team enabling them to achieve targets- Assisting in acquiring, processing & opening of New-To-Bank Accounts (Both Premier & Advance), Cards, Personal Loans & Home Loans
• Home Loans & Credit Cards file processing
• File and form checking for Account Opening
• Lead Management for Corporate Employee Programme (CEP) CSO, Mortgage DSF, Premier Client Management(PCM) - assigning and tracking leads, ensuring proper closure in CRMS with apt narration
• MI Management- MI agreement tracker to be properly maintained
• Maintaining Daily Report, Sales reports, Sales Call Data & Recruitment Tracker
• Maintaining data for TPMI Agreements
• Ensure a consistently high level of product and service delivery for relevant customer/sales touch points
• Develop and maintain good customer relations and ensure effective service delivery (including Complaint Management)
• Extend support towards reduction in KYC errors, discrepancies
• Monitoring requests for Salary processing done through payments, processing of other ad hoc payments like bonus, incentives etc.
• AOF checking and maintaining, ensuring proper completeness of forms
• Develop a collaborative environment with all members of sales team. Be a role model of HSBC Group Values, lead by demonstrating and driving value based culture that imbibes Treating Customer Fairly (TCF) principles in all spheres of RBWM Business.
• Ensuring adherence to all audit and sales compliance requirements.
• Comply with the applicable laws, regulations, Group and local policy related to Sanctions and AML policy of HSBC while undertaking various day to day operations.
• 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. 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.
• Be aware and identify high risk indicators for various products and Services offered by INM RBWM (ex. 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.
• Ensure Adherence to theregulatory guidelines and internal AML& Sanction Policy of HSBC, which includes pouch and mail, monetary instruments, cash services and payment transparency Line of Business Procedures
• 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
• Provide dedicated back-end support to Branch Advance RMs in the login, approval and disbursal of their applications at both documentation and processing stages
• Timely resolution of queries & discrepancies raised by CRU & RCS.
• Daily co-ordination with internal stakeholders such as EAM (RCS), underwriting, LGA & CRU for pre & post approval activities.
• Increased activation of branch Advance RMs on Assets products logins & disbursals
• Ensure that discrepancy rates of pre & post approval applications are within acceptable benchmarks.
• Ensure nil fraudulent applications

• Bachelor's degree or equivalent experience
• Experience (preferable) in frontline customer services/ relationship management.
• Strong communication, client focus and influencing skills
• Sound knowledge on the Banking sector in general

• Able to communicate well in English and local languages

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