Bilingual Personal Banker, Mandarin and English
Company: CTI Education Group
Location: Mercer Island
Posted on: February 23, 2021
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Job Description:
Job Description - Bilingual Personal Banker, Mandarin and
English (0000F5JY) Job Description Bilingual Personal Banker,
Mandarin and English : 0000F5JY Description This is a branch based
customer facing role to generate revenue by meeting customer needs
and service where required primarily with Personal Banking and
Advance customer segments. This role delivers proposition by
providing a consistently excellent customer experience and
encouraging customers to use additional channels where appropriate.
To undertake simple product sales as appropriate using the EDRAS
based sales process to discover customer needs. Provides referrals
to Mortgage, Retail Business Banking sales staff and Premier
customer segment aligned employees based on customer needs. Primary
lobby manager who receives and engages walk-in customers in a
friendly and courteous manner. Listens, understands and interprets
customer needs and provides options on how they bank with us.
Handles less complex customer service requests and pro-actively
manages the self-service strategy. This role utilizes a customer
lead generation system to provide targeted sales opportunities to
current and potential customers. This role also processes and
initiates various financial transactions for customers. Impact on
the Business Is responsible for providing an overall excellent
customer
experience and supports all customer segments Initiates contact
with new and existing customers and offers value added products and
services based on customer need and ensures customer understanding
of those products Sell appropriate HSBC Bank core financial
services products to meet their needs while developing and
deepening relationships Excludes the sale and referrals of
investment and insurance products Excludes the sales of Consumer
Mortgage Products; refer to other specialized product areas, as
required Accept and process deposits, payments, checks for cashing
and other transactions according to established procedures and
performance standards. Ready workstation at start of shift; strike
and balance cash and transactions at end of shift Customers /
Stakeholders Own the customer experience; serve as first point of
contact for customers entering the branch; provide a positive first
impression through courteous, friendly and efficient customer
service and meet customer expectations Fulfill quick customer
service needs, resolve service-related issues and provide an
excellent customer experience during these interactions Identify
customer referral opportunities to deepen relationships and
complete initial evaluation of customer needs to direct them to the
appropriate proposition or product specialist, setting up
appointments as required (as the position is not licensed or
registered, sales discussions and needs evaluations may not include
wealth or mortgage products) Proactively manage the lobby and
champion the self-service strategy in the branch by helping educate
customers on the alternate channels available and the ATM/Connect
Station functionality Ensure adherence to established customer
interaction standards for every transaction Enhance Company image
by delivering superior customer service Identify cross-sell
opportunities through proper customer profiling Sell appropriate
core financial services products to meet customer needs while
developing and expanding account relationship; excludes sales of
Consumer Mortgage Products, investment and insurance products Meet
customer expectations in terms of efficiency, accuracy, timeliness
and professionalism Deliver fair outcomes for our customers and
ensure own conduct maintains the orderly and transparent operation
of financial markets Leadership & Teamwork Promote and demonstrate
alternative delivery channels to
customers (ATMs, kiosks, online banking) in alignment with our
self-service strategy Work with sales and service personnel within
the branch to meet customer needs Support achievement of the HSBC
vision, Values, goals and culture in personal behavior, actions and
decision making Take personal responsibility for understanding and
agreeing on performance expectations, completing necessary
mandatory training and developing the levels of capability and
competence needed to be effective in the role Contribute to team
development, effectiveness and success by sharing knowledge and
good practice, working collaboratively with others to create a
productive, diverse and supportive working environment Establish
and maintain strong working relationships with colleagues in the
wider RBWM businesses and others as appropriate to service client
needs Represent the Company on community organizations and
activities to enhance the Company's image and promote and develop
additional business through the development and expansion of
referral sources Work closely with Wealth and Mortgage partners to
further develop the client relationship Operational Effectiveness &
Control Execute operational duties within the branch in support of
sales personnel, including processing applications, signature
cards, check ordering, etc. to support all branch customer segments
Live and represent the brand; exemplify the five brand attributes
of being perceptive, progressive, responsive, respectful and fair,
both internally and externally Educate, encourage and sell
customers on use of alternative delivery channels, including ATMs
and telephone and personal internet banking, where appropriate
Participate in training programs to enhance product knowledge To
implement the Group compliance policy locally by containing
compliance risk in liaison with the Head of Group Compliance,
Global Business Compliance Officer, Area Compliance Officer or
Local Compliance Officer, ensuring adequate compliance resources
and training, fostering a compliance culture and optimizing
relations with regulators Complete other responsibilities, as
assigned Owning the customer experience within the branch Shifting
Personal Banking customers to alternative delivery channels in
alignment with the self service strategy for this customer segment
Communicating with customers with tact and diplomacy and presenting
a professional image for the branch The Company seeks to grow its
RBWM business through an efficient operation and the pursuit of
providing clients with globally consistent experiences, excellent
service, and advice on products and services appropriate to client
needs to enhance that value Increasing net non- premier clients
Role Context The jobholder has primary responsibility for leading
activities to ensure opportunities are identified and client needs
are met effectively, maximizing all available resources Compliance
with the relevant Group standards including GHQ and the Regulatory
organization as applied to the implementation of the RBWM strategy
in the US Management of Risk Ensure compliance, operational risk
controls in accordance with HSBC or regulatory standards and
policies; and optimize relations with regulators by addressing any
issues Physical Demands/Work Environment: Very good working
conditions. Little or no physical demands. Minimal handling of
light materials. The physical demands/work environment described
above are representative of those that must be met by an employee
to successfully perform the essential duties of the job Reasonable
accommodations may be made to enable individuals with disabilities
to perform essential duties Ensure the fair treatment of our
clients is at the heart of everything we do, both personally and as
an organization; this will be achieved by consistently displaying
the behaviours that form part of the HSBC Values and culture and
adhering to the HSBC risk policies and procedures, including
notification and escalation of any concerns and taking required
action in relation to points raised by audit and/or external
regulators Observation of Internal Controls
Keywords: CTI Education Group, Seattle , Bilingual Personal Banker, Mandarin and English, Other , Mercer Island, Washington
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