HSBC Global Services Limited
Client Support Officer
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Role Overview
GTS is a key strategic business for the HSBC Group under CMB and its history is mixed with almost 150 years of Group history.
Today, we are the largest international trade bank, with an unrivalled global presence and access to over 90 per cent of the world's global capital flows. GTS provides trade finance and risk mitigation solutions to customers all over the world, from SMEs through to large corporates and multinationals. GTS provides the services and financing our clients need throughout the trade cycle, from the tender process and issuance of a payment order, through to shipment and sales fulfilment. We cover various industries including commodities, global sourcing, technology and infrastructure. HSBC offers over 100 trade and receivables products.
This is deemed a Development Role. The role holder will be expected to identify for themselves and seize a range of Development opportunities. To apply those developments effectively in delivering constantly improving role outputs
The role holder will work closely with Clients, Client Managers and Client Directors through the provision of excellent and proactive support. As frontline staff, the role holder will resolve operational enquiries from both external and internal customers, UK based and offshore, enabling the Client Managers and Directors to spend more time with clients, growing income and managing risk.
Other support tasks include:
- A range of GTS defined tasks from time to time.
- Resolve operational enquiries from both internal and external customers that enable the Client Manager to spend more time with clients, growing income and meeting targets. This will involve both written as well as telephone based activities.
- Responsibility for ongoing facility amendments to the system
- Responsibility for IDS / ID queries
- Providing an excellent level of ongoing support that is always focused towards Client Managers and their clients.
Staff within Client Service will have knowledge of wider HSBC as well as GTS product offerings, policies and procedures which would enable them to fulfil customer queries and ensure alignment to the HSBC principle of Treating Customers Fairly.
Knowledge & Qualifications
Required
- Preferable - extensive knowledge of RF Systems such as IFA
- Preferable - excellent knowledge of GTS services, products and techniques.
- Preferable - detailed knowledge of RF back and front office area
- Broad knowledge of Credit & Risk including techniques to mitigate risk would be helpful
- Broad knowledge of HSBC Group companies and product ranges would be helpful
- Good level of business acumen and commercial awareness
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Desirable
- RF or Trade related industry qualifications
Skills
- Ability to interact with business customers at all levels.
- Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
- Excellent time management, planning and organisation skills.
- Excellent range of communication skills, including written and verbal
- Excellent problem solving skills.
- Strong analytical skills
- Proven ability to deliver creative and flexible customer solutions.
- Ability to understand a customer’s business and the fundamentals of running a business
Expertise (post onboarding)
- Support CM/CD’s to enable them to drive sales from existing clients and manage attrition
- Effectively manage all ID / IDS queries
- Managing multiple time sensitive tasks
- Adapting to a fast pace work environment and continually changing lines of communication, technological advances etc.
- Ensuring colleagues sufficiently knowledgeable with RF products/services/ regulation and having confidence they are able to continually apply this knowledge to their client base
Impact on Business
- Support CD/CMs to manage a client portfolio in order to maintain existing and generate new income for the business.
- Keep losses and errors to a minimum and identify any cost reduction initiatives.
- Work closely with colleagues to promote awareness of RF products, strategies and competitor information amongst the RM and other strategic business communities.
- Maintain awareness of the applicable regulatory and business environment: understand audit, tax and legal implications and changes as they affect Clients and the Bank.
- Demonstrate a proven ability to provide constructive feedback to peers as well as the wider business.
Customers and Stakeholders
- Develop an appropriate approach to efficiently and effectively achieve goals and objectives. Through effective time management and prioritising to ensure customer queries are dealt with appropriately
- Provide a professional approach to customers in support of potential opportunities portraying HSBC in the best possible light against a backdrop of competition from local, regional and/or global banks.
- Maintain and enhance the image of HSBC through the provision of a client centric approach.
- Maintain close liaison with own network at RF and also into HSBC to ensure right outcome for clients.
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Leadership and Teamwork
- Be a team player. Work with the team members and colleagues in order to perform the role to the best of abilities.
- Be self-motivated and achieve results in the face of setbacks
- Keep management informed of progress/obstacles towards achieving the right outcome for our clients
Operational Excellence and Control
- Ensure compliance monitoring is in place in accordance with HSBC and regulatory standards
- Continually assess Client Management processes to identify improvements
- Keep Team leader informed of any obstacles, issues etc.
- Compliance with and management of sales suitability risks and requirements
- Ensure all created documentation is appropriately completed, approved and stored to provide performance tracking, targeted future sales efforts and compliance with audit and transactional suitability guidelines and requirements
Capabilities
- Engaging with Customers/Stakeholders/Colleagues
- Working in a Dynamic Environment
- Working Responsibly
- Customer Centricity
- Strengthening Stakeholder relationships
Location: Worthing or Birmingham
Work Pattern: Monday to Friday, 9am to 5pm UK Time
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.
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