Servicing and Cash Services Officer- CIB (Bahraini National)

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The role of Servicing and CIB services officer Support the Bank’s operational objectives by delivering consistently high-quality branch cash counter (teller) and account servicing activities. Ensure all transactions are processed accurately and within agreed SLAs, with robust controls and excellent customer service, while protecting HSBC’s interests through strict adherence to internal procedures and all applicable local regulatory requirements. Coordinate effectively with internal stakeholders, including GSC support, to resolve requests efficiently and compliantly.

Duties & Responsibilities:
•    Process cash deposits, withdrawals, and cheque transactions accurately, meeting cut-off times and agreed productivity/quality standards.
•    Make BHD cash payments against valid instruments/vouchers, completing signature verification and customer identification checks.
•    Scan and process over-the-counter cheque deposits in BCTS, including preparing items for scanning and validating technical details.
•    Submit vouchers and cheques to supervisors for periodic review and route items for onward scanning with the required approvals.
•    Escalate any cash surplus/shortage immediately and always follow cash handling policies and internal control requirements.
•    Support account servicing activities such as account amendments, customer information updates, change of address requests, stop cheques, and other maintenance tasks.
•    Process CBB letters, abusers list instructions, and other servicing requests in line with procedures and SLA commitments.
•    Action court letters/orders, including account blocking/unblocking, and respond to courts/third parties in line with agreed processes and timelines.
•    Liaise with business and processing teams to complete customer requests and resolve queries efficiently.
•    Recognize common fraud patterns, errors, and irregular activity, taking appropriate action and escalating where required.
•    Provide a high standard of personalized counter service—greet, assist, and serve customers promptly, professionally, and efficiently.
•    Investigate and resolve customer queries and complaints promptly, ensuring clear follow-up and closure.
•    Support internal stakeholders (including service centers such as GSC) by responding to requests and resolving issues within agreed timelines.
•    Maintain HSBC internal control standards and support timely closure of audit actions, regulatory issues, and control improvements.
•    Work in line with applicable manuals, procedures, and frameworks (e.g., DIM and Cash/OPS procedural manuals).
•    Rephrased key challenges / expectations
•    Manage fluctuating workloads and peak periods while consistently meeting cut-off times and SLAs.
•    Maintain high accuracy in a fast-paced environment to minimize operational and financial risk.
•    Interpret critical documentation (e.g., court orders and CBB letters) correctly and apply the appropriate risk and control actions.
•    Stay calm, professional, and customer-focused during high-pressure periods and complex cases.
•    Balance multiple workstreams (cash counter service alongside servicing and court order volumes) without compromising controls or customer experience.
 

Experience & Qualifications:
•    Bachelor’s degree from relevant field is mandatory.
•    Sound cash-handling knowledge and exposure, with a good grasp of basic accounting concepts and principles.
•    Strong operational processing capability, with excellent attention to detail and a consistently high level of accuracy.
•    Effective communication skills, both written and verbal, in English and Arabic.
•    Strong interpersonal and customer service skills, with the ability to stay calm and professional under pressure.
•    Proficient in MS Office (particularly Word and Excel) and confident working across multiple banking systems.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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. 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