Client Experience Associate
Posted on: January 15, 2022
**Job description** As our Client Experience Associate, you'll
help new and current Wealth Center customers feel comfortable while
they're making significant financial decisions for their future.
You will also ensure the operational soundness of the branch. Your
daily responsibilities will be servicing clients, accounting and
compliance-related activities. To thrive in this job, you need to
have any previous banking experience, including operations and
customer service experience. Here's what you can expect on a
typical day in the Wealth Center: - You will greet and assist
customers who visit the Wealth Center for scheduled appointments
and financial transactions.
- You will promote the use of alternative delivery channels.
- You will own the customer experience within the branch ensuring
service excellence and timely resolution of service and operational
- You will ensure all branch activities comply with all applicable
regulations, and policies.
- You will be able to perform work you're proud of. You're playing
a part in helping our customers with their financial needs in the
next step in their life.
- Incredible benefits. HSBC provides you with competitive and
flexible benefit choices so you can select the benefits that best
meet your personal situation and needs. HSBC offers a wide range of
benefits designed to help you improve your health and well-being,
finances, and lifestyle. As an HSBC employee, you will have access
to tailored professional development opportunities and a
competitive pay and benefits package. We work hard to ensure that
our workplace is a diverse, inclusive and meritocratic environment
and we have a strong commitment to sustainability. Our Employee
Resource Groups (ERGs) play a central part in life at HSBC,
including the development of our employees and our connection to
the communities and customers we serve. We value difference. We
succeed together. We take responsibility. We get it done. And we
want you to help us build the bank for the future! Supports retail
operational, service, accounting and compliance-related activities
within a Wealth Center. Manages completion of branch transactional
activities while supporting client alternative delivery channel
alternatives. Ensures a premium client experience within the Wealth
Center channel and works with Center Manager and the center team to
support these efforts. **IMPACT ON THE BUSINESS** - Ensure the
overall appearance of the branch is appropriate and proper stocking
and placement of collateral.
- Ensure promotion and use of alternative delivery channels for
customers **CUSTOMERS / STAKEHOLDERS** - Manage the provision of
service to branch customers. Identify potential process
improvements to ensure achievement of branch performance
- Manage and support the customer experience within the Wealth
Center ensuring service excellence and timely resolution of service
and operational issues. **LEADERSHIP & TEAMWORK** - Live and
represent the brand; exemplify the five brand attributes of being
perceptive, progressive, responsive, respectful and fair, both
internally and externally.
- Support clients and team members through account opening and
maintenance to ensure compliance with all bank Know Your
Customer/AML and operational standards.
- Promote an environment that supports diversity and reflects the
HSBC brand. **OPERATIONAL EFFECTIVENESS & CONTROL** - Complete
accounting-related responsibilities for the center including
regular cash control activities (ATM processing, current
transaction system reconciliations, negotiable instruments) and
general ledger account maintenance and reconciliation.
- Ensure adherence to established customer interaction standards
for every transaction.
- 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. **MAJOR
CHALLENGES** - Managing and having overall responsibility for
servicing activities within a larger center and the inherent
greater volume and complexity of problems and issues in a center of
this size. **MANAGEMENT OF RISK** - Support Center Manager with
compliance, operational risk controls in accordance with HSBC or
regulatory standards and policies; and optimize relations with
regulators by addressing any issues. **OBSERVATION OF INTERNAL
CONTROLS** - Support Center Manager with HSBC internal control
standards, including timely implementation of internal and external
audit points together with any issues raised by external
regulators. **Requirements** Employment eligibility to work with
HSBC in the U.S. is required as the company will not pursue visa
sponsorship for these positions - Minimum of two years proven and
progressive customer service and or operational experience within a
retail banking, wealth management or equivalent
- Bachelors degree in business, accounting, related field or
- Proven decision making, customer service, organizational,
analytical, planning and mathematical skills.
- Sound knowledge of Company products and services offered within
the branch system, related operational activities and pertinent
- Ability to support and complete transactional customer requests
and resolve client issues.
- Required to maintain a Notary Public License. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.
Keywords: HSBC, Norfolk , Client Experience Associate, Accounting, Auditing , Norfolk, Virginia
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