Premier Officer : 00008ILV

Job Information
DateFebruary 13, 2017
TypeFull Time
CompanyHSBC Bank Canada
LocationMontreal, QC
CategoryBanking / Finance
ClientHSBC Bank Canada
Contact Information
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Premier Officer : 00008ILV

Employment Type: Regular

  • To provide superior sales and customer service to meet customer needs through team portfolio management across multiple distribution channels.
  • To support Premier Relationship Managers in product sales and relationship management processes.

Principal Accountabilities: Key activities and decision making areas

Impact on the Business

  • Performs a variety of sales and service activities to all customers with the primary focus on Premier customers. Interactions are either face to face or through an alternate channel.
  • Based on customer needs, identify sales opportunity, sell or promote referrals of deposits, investment and loan products
  • Completes administrative support, processing, operational, servicing and/or accounting-related duties in support of Premier Relationship Managers.
  • Monitor, manage and resolve any exceptions by reviewing daily/ weekly reports. Follow-up with customers by phone/email.
  • Demonstrates a customer service attitude and may participate in sales campaigns and assisting with mining sales files, identifying sales opportunities and making referrals where appropriate.
  • Responsible for ensuring the accurate and timely processing of all activities related to area of specialty.
  • Handles complaints and concerns where possible. Refers unusual problems to higher levels.
  • Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations.

Customers / Stakeholders

  • Anticipate and understand customer needs in order to provide advanced sales, complete transactions and resolve issues with speed, efficiency and certainty.
  • Provides exceptional service to both existing and potential customers, focus on Premier customers.
  • Act as 1st level escalation for handling Premier customer inquiries and make decisions within assigned authority.
  • Liaise with 3rd parties such as solicitors, appraisal specialists, title insurance companies, PFS Lending Solutions, CSC, LAC, etc.
  • Ensure branch or work area is maintained in accordance with HSBC standards.

Leadership & Teamwork

  • Provide efficient administrative sales support to the Premier Relationship Manager (PRM) by completing all processing, transactional, operational, servicing and/or accounting-related duties.
  • Work as part of an integrated branch and multi channel Premier management team, proactively supporting others.
  • Participates in business development programs within area of specialty to enhance product knowledge, cross selling skills and relationship management skills.
  • Actively refers customers to other areas of HSBC where appropriate.
  • Demonstrate Group capabilities.
  • Promote an environment that supports diversity and reflects the HSBC brand.

Operational Effectiveness & Control

  • Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
  • Complete other responsibilities, as assigned.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

  • Work is moderately complex and specialized in nature and involves mostly straightforward challenges.
  • Work is performed under general direction according to set parameters and set sales / performance targets.
  • Requires initiative and independent judgment in completing work but supervisor provides direction for unfamiliar situations.
  • Work is reviewed for attainment of standards, achievement of targets, adherence to policies, procedures, and timelines.
  • Decisions impact the productivity / performance of the functional area, customers and other employees.
  • May work in call centre or branch environment where systems are available in meeting services quality objectives.
  • May be required to work shifts outside of regular business hours.
  • May be required to travel within region to backfill sales responsibilities.

Management of Risk (Operational Risk / FIM requirements)

  • Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as 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 (Compliance Policy / FIM requirements)

  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.


Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)

  • Secondary school graduation.
  • At least 2 years of experience in banking or related industry in a customer service / client facing role.
  • Mutual Fund Licensing. Requires Completion of:
  • Investment Funds in Canada Course; or Canadian Investment Funds Course; or Canadian Securities Course; and
  • Mutual Fund Skills Builders Course
  • Completion of HSBC Way of Selling.
  • Completion of basic HSBC Premier training.
  • World Selection (training provided by Asset Management Canada, AMCA).
  • Career minded team player.
  • Proven ability to sell and meet set sales / performance targets.
  • Advanced communication and customer service skills.
  • Willingness to be mobile in local community.
  • Strong interpersonal skills to support the building of strong relationships with diverse groups of people.
  • Ability to use Word and Excel.
  • High attention to detail with advanced time management and organizational skills.
  • University / College degree preferred.
  • Ability to multi-task, handle large volumes, tight turnarounds and multiple deadlines.
  • Ability to learn and operate new software and technology.
  • Knowledge of HSBC’s products and services.
  • Knowledge of HSBC’s policies, practices, and procedures within own area.
  • Excellent analytical and critical thinking ability.
  • Competent in conflict resolution.
  • Ability to work independent.
  • Understands / speaks French and English as well as Mandarin fluently.
  • Understands / speaks Cantonese is an asset.

Job Field : Wealth Management.
Primary Location : North America-Canada-Quebec-Montreal
Schedule : Full-time Shift : Day Job
Type of Vacancy : Country vacancy
Job Posting : 13-Feb-2017, 08:34:47 Unposting Date : 24-Feb-2017, 23:59:00

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