Support officer - cmb supported banking journeys - global capability network

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Role Overview:

This role supports CMB customers across all segments in the UK to deepen client relationships and ensure a smooth customer journey is delivered when a business client experiences a bereavement or requires a Court Order / Power of Attorney to be applied to a business. The role holder will support the UK CMB Supported Banking Journeys team in providing an empathetic service to vulnerable customers, customers’ families or professional representatives providing ease, speed and certainty whilst protecting the business / estate from fraud and the bank from reputational and financial risk.

Role Responsibilities:

• The role holder will work within a dedicated team reviewing and progressing specific population of UK CMB customers where there has been a bereavement or a Third-Party access request.
• The team will ensure that all appropriate steps have been taken to support the customer and where applicable the deceased Personal Representatives.
• Be responsible for maintaining accurate internal records.
• Updating core systems (Browser Main Menu, Customer signatures/mandates and occasionally CARM).
• Communicating with customers including bereaved families/Personal Representatives, and Relationship Managers.
• Managing workflow across the team and contributing to output MI and quality control.
• Passionate about putting the customer at the heart of all we do and advocate for the best possible customer outcome in every interaction.
• Providing guidance and support to CMB colleagues to share knowledge and experience with employees within and outside of immediate team, promoting a collective culture to spread experience and best practice.
• Ensure consistent application of group policy and adhere to regulatory, financial, and legal standards to minimise business and reputational risks.
• Support the financial crime risk agenda.
• The role holder will treat customers, at all times, fairly and with respect both personally and as an organisation Knowledge, Qualifications & Skills.
• Experience of using Browser Main Menu is essential.
• Exceptional empathy skills and the ability to take on customers perspectives and understand their needs.
• Proactive and able to manage high volumes of work at pace and with quality of output, with a basic understanding of risk management, compliance and regulatory requirements.
• Experience in bereavement and liaising with third parties is desirable but not essential.
• Ability to deliver excellent customer service, identifying innovative ways to improve service delivered to customers.
• Have a basic understanding of credit and transaction management: products, services, resources & tools utilised by Commercial Banking (CMB) clients.
• Experience of working in a telephony call centre environment is essential.
• Knowledge of supporting customers using CMB process and procedures.
• A high level of self-motivation and positive attitude and to put your customers at the heart of everything you do.
• The skill to utilise multiple systems to explore your customer’s needs and bespoke requirements.

Internal Capabilities:

• Engaging with Customers/Stakeholders/Colleagues.
• Working in a Dynamic Environment.
• Working Responsibility.
• Customer centricity.
• Strengthening Stakeholder Relationships.

Onboarding period – 3 Months

EV/SV AB&C Risk AML Risk Sanctions Risk