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This job profile provides a broad overview of the Job Personal Financial Consultant
The Personal Financial Consultant role is accountable for remotely managing Premier non qualified customers. The role holder will develop, engage, retain and activate clients through the identification of customer needs and opportunities to create deeper and “stickier” relationships. The role is primarily aimed at managing the following aspirational goals.
- Relationship management of unmapped Premier customers
- Identifying and referring / fulfilling customer needs aided by analytics driven triggers
- Imparting a world class experience aligned to the customer promise, and
- Increasing wallet share through value build, transitioning customers up the client continuum
Role responsibilities
- Deliver the proposition by providing a consistently excellent customer experience, achieving the relevant contact standards and enhancing the client facing time for Customers
- Primary contact for Premier non-qualified non-named RM managed customers and providing banking services and wealth management support
- Act as a brand ambassador for HSBC, delivering an exceptional customer experience through identifying and fulfilling customer needs at first point of contact
- Provide an outstanding customer experience to HSBC clients, achieving the relevant contact standards and enhancing the client facing time for Customers
- Activate customers within their targeted segment/portfolio and generate NTB referrals
- Retain existing customers through engagement in-line with the market and segment strategy
- Identifying Customer needs by making full use of franchise levels to ensure quality referrals and introductions to colleagues whilst taking ownership of the day to day servicing of customer needs
- Encourage customers to use additional channels where appropriate
- Responsible for a specialized portfolio containing clients with more complex needs
- Leverage new capabilities and evolving tools to effectively communicate with clients remotely
- Ensure all activities, transactions and sales adhere to prevailing HSBC and regulatory standards. Maintain and grow profitable long-term relationships with client in line with the Customers channel of choice and focus on developing more meaningful customer relationships whilst improving income generation
- Deliver a consistent and tailored wealth management service to our Premier clients by referring to team of experts as appropriate in market
Accountabilities
- Primary point of contact for retail banking requirements (and low value wealth management requirements where appropriate in market) for Non-RM Managed Premier Qualified clients
- Drive achievement against expectations for revenue generation, product alignment, customer satisfaction and cost containment
- Grow HSBC’s share of high-net-worth client wallet involving investment and other products to ensure product capabilities are in line with client/sector requirements
- Successful implementation of acquisition strategies and acquiring new-to-bank customers via central, self-generated leads or Branch opportunities
- Getting to know customers through approved methods and building relationships with them
Qualifications - External
- Minimum Graduation or as required for the role, whichever is higher
Additional Information
- Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.
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Issued by The Hongkong and Shanghai Banking Corporation Limited, India