Specialist Sales Retention, Mortgage Centre - Richmond Hill, Canada - HSBC

HSBC

Verified Company

Richmond Hill, Canada

5 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We're here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products.

Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

About the role

Proactively promotes the HSBC brand and delivers excellent service and sales propositions to a wide range of new HSBC WPB clients.

As an initial HSBC contact, you develop and support new client relationships with HSBC by answering any questions or resolving concerns that they may have related to their products or services, helping them to access our various banking channels, and by understanding their financial needs and guiding them toward solutions that helps to achieve their goals.

Effectively case manage everyday banking related sales and transactions through to completion, handling client expectations at all times with outstanding professionalism and consistency, and will identify refer clients as needed to areas of the bank where the client's needs can be met, thereby proactively developing and strengthening client relationships in line with HSBC values.

Responsibilities:

Handles contacts with our new HSBC clients, over the phone or video conferencing, in a polite and friendly way, instilling customer confidence and meeting client needs.
Proactive outreach to clients via outbound calls to provide support with products, services and various banking channels (such as branch network, online and mobile, telephone banking, conversational banking etc.)
Identifies and understands basic client needs in order to complete transactions and resolve issues quickly and efficiently.
Informs clients of products and services that may meet their various financial needs.
Fulfills client service and sales requests and make referrals as needed.
Manages and handling large volumes of client cases simultaneously.
Keeps up to date on HSBC's full products and services suite, procedural and policy updates to effectively meet client needs.
An advocate of HSBC values and business principles by putting the client first and delivering excellent customer service to complex client calls and by keeping up to date on training and internal communications
Offers value added products and services based on customer needs analysis and ensuring client understanding of those products.
Comply with all relevant procedures by ensuring all transactions are within the bank's criteria and all sales are properly recorded and authorized in accordance with risk policy.
Owns and resolves issues as well as understands how and when to escalate and/or refer a client concern.
Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable), supporting colleagues and clients to deliver superior customer service through these values.
Achieves individual and team key performance indicator expectations including client experience, sales and productivity metrics.

Requirements

Team player and development minded.
Ability to learn and operate new software and technology.
Detailed orientated with good time management and organizational skills.
Experience in the financial services industry, call centre, remote or direct channel environment is an asset
Ability to handle large volumes, tight turnarounds and multiple deadlines.
Effective communication, customer service and interpersonal skills.
Proven ability to sell and meet set sales / performance targets in a sales role.
Detailed orientated with good time management and organizational skills.
Must be available to work rotating shifts, Monday to Friday from 9AM to 8PM and Saturday 9AM 8PM. Total work hours per week will be 37.5 hours per week.

HSBC Proud

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.

If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest.

We are always looking for people with purpose and ambition who can help build the bank for the future.