Job Description
Wealth Engagement Officer
Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
Joining our team will provide you with a range of career options; you can progress to management or specialize in other areas such as financial planning and mortgage advice. We also have national and global opportunities in Risk, Marketing, HR, IT, Commercial banking to name a few.
Be part of an exciting and unique team!
The Wealth Engagement Officer is a customer/client facing role where you will be contacting customers to maximise their wealth needs by holding robust individual reviews of their life and circumstances. By doing this, you will uncover potential investment or protection needs for your customers, which will generate quality appointments or referrals to the Wealth Advice Team and provide Digital Assisted support through HSBC's My Investment Service.
Hybrid Working Role - The Wealth Engagement Team supports flexible working. This role is based in central Birmingham when working from the office. There will be a comprehensive training programme based in the office for the initial 3 weeks of employment
Our department operates on a shift basis within the following working hours - 8am to 8pm, Monday to Friday and Saturday 9-5pm
This role offers an attractive reward package with a discretionary performance bonus, flexible benefits, pension and employee discounts.
In this role, you will be:
- Providing Wealth & Protection Advice referrals from established Customer profiles using both contact lists & artificial intelligence data, ensuring the customer is then referred to the most appropriate channel to meet their needs.
- Establishing and implementing the most appropriate Wealth & Protection Advice solution for the customer being that either via Wealth Manager, Wealth Adviser, Relationship Manager or My Investment service
- Building relationships with customer and colleague groups, acting as a primary contact for Wealth advice referrals.
- Identifying customer/client need and cross/upsell opportunities, to create deeper and cohesive relationships.
- Delivering the proposition by providing a consistently excellent customer/client experience and encouraging customer/client to use digital channels where available
- Adhering to HSBC & Regulatory procedures and guidelines applicable to the role.
- Guiding a customer through a digital journey/application on My Investments, providing support and guidance without giving advice.
- Explaining technical requirements of all digital services to a customer in a clear way to ensure the customer understands each stage of the service and what information is required.
Requirements
To be successful in this role, you should meet the following requirements:
- An ability to understand a customer's requirements through effective conversations ensuring the customer's Wealth & Protection Advice needs are identified and then referred through the most appropriate channel
- Have a basic understanding of Wealth & Protection products to ensure meaningful and robust conversations are held.
- A demonstrative passion for continuously delivering a superior customer experience.
- A proven track record in consistently delivering a personalised, friendly & efficient service
- The ability to demonstrate excellent communication skills. This will enable you to engage in effective conversations with customers & to build strong professional rapport, primarily using telephony in addition to various alternative communication tools.
- Basic computing skills as the role will involve using various systems
As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.
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