Retail Service Officer (UAE National role)

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HSBC International Wealth and Premier Banking (IWPB)

We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world..

We are currently seeking an ambitious individual to join our IWPB team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:

The Retail Service officer plays a key role in ensuring exceptional customer service and operational efficiency. The officer will support frontline teams in handling customer queries and complaints, maintaining compliance with policies, and executing process improvements to enhance customer experience. This role requires problem-solving skills, and the ability to collaborate with multiple stakeholders. Ability to drive service excellence and sales support for frontline team

• Contact customers on various campaign or support related matters for channels & segments across IWPB
• Ability to meet face to face or contact customer for any kind of sales support or service support related activity for any channel or segment
• Support various Sales & Service channels/department within Retail Banking. Execute all kind of Service requests received from customers and frontline staff. Flexible to adapt to continuously changing processes, policies and new channels being added to support sales & service tasks
• Perform & manage the execution of activities related to sales support or service tasks to support the frontline teams and clearing pending action items, processes, checks and controls, CDD & KYC tasks, governance and oversight tasks, customer calling related activities or any other ad-hoc tasks assigned.
• Discrepancy reduction and supporting all frontline staff for timely resolution of discrepancies. Monthly monitoring and investigation of cases reported in the Input Quality master tracker.
• Support the frontline team to in handling & timely resolution of queries and complaints. Work closely with the team and stakeholders to ensure all cases are resolved and FCR (First Contact Resolution) target is achieved daily. Ensure timely and effective follow up on ongoing investigations, customer instructions, queries, and complaints.
• Conduct quality check on MMX (COMPLAINTS SYSTEM) to ensure all MMXs are updated as per complaints handling policies. Ensure 'No Fail' is recorded by CE team during Sales Quality or related checks.
• Conduct a fair analysis on the root cause of all staff complaints. Investigate & validate such complaints and work closely with Customer Experience team. Conduct regular feedback and training sessions with the frontline team to improve staff efficiency and knowledge; based on analysis conducted of staff complaints.
• Tracking of Buyout cases for and work closely with frontline teams & customers. Ability to build a tracking mechanism to ensure robust follow up process is put in place for timely receipt of documents from other banks
• Any additional tasks assigned to the service team to support any distribution channels

To be successful in the role, you should meet the following requirements:

• Experience of handling & serving customers via email, phone line and face to face meetings when required.
• Knowledge of operating systems HUB, SFE, GWIS, MMX, AAPs, IQueue is a plus
• Excellent command in spoken in written English
• Customer centric and ready to go an extra mile to provide best in class service to clients
• Graduation degree is a must – to secure a UAE Visa and/or Work Permit

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.