Premier Service Associate - Wealth & Personal Banking

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Premier Service Associate.

Principal Responsibilities

• Manning the generic mailbox for the business
• To assign out client’s email/queries that has been sent to PBC’s mailbox and cases based on a round robin basis for clients under the care of a team of dedicated PBCs
• Work meticulously and have a deep understanding of the issues before assigning the cases out to the PBCs
• Manage the HUB system/SFE and all relevant HSBC Systems
• To assist in raising the necessary accesses and administrative matters for the team
• To assist PBCs for the CRT cases
• Ongoing cleanup-exercise for both PBC Onshore & Offshore portfolio, when reviewing and assigning active robin cases to PBCs to handle the cases based on country of residency
• (i.e. at times, offshore client will be assigned to PDRM onshore to handle as client’s residency is based in Singapore but contact number is based at overseas and client came back to Singapore for a short period of time) 
• To ensure, proper maintenance by updating client’s country of residency. Updating and maintaining the register of daily round robin assignment cases in the tracking files
• Ensure timely and accurate processing of instructions to various business units by providing strong administrative support to the Premier Banking Consultant team
• Responsible for systematic upkeep of documentation and tracking of statistics and to maintain minutes for team meeting/huddles
• To provide as a PBA support to PBCs in terms of carrying out simple client’ requests.( i.e. statements retrieval/returned pins/cards/chequebooks and to retrieve bank’s statements as per client’s requests and all waiver requests for clients.) when they are out for a client’s appointments
• To also assist in other client’s requests such as: Updating of personal particulars/account closures/raising debit interest waiver for UOD cases/cancellation of S/I cases /preparation of letter of references/ credit limit review requests/returned cheques requests/ setting up of subsequent accounts
• To perform UOB/Irregular cheques for the whole network
• To maintain the sales register records and ensure information are updated accurately
• To assist the team for e-enclosure filing/raising system accesses
• Provide high quality service via correspondence and create opportunity to deepen customer relationship
• Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution
• To process customers’ instructions and following up with customers’ queries and instructions via call, email and fax. This includes resolving customers’ issues at first contact whenever possible
• Provide referral by initiating service in daily call/correspondence with customers
• Adhere and comply to guidelines and processes, highlight area of improvement without compromising on business risk