Universal Banker (UB)

Job Description

Universal Banker | HSBC

The Tone:
This is a full-time, in-person role at HSBC, located in India. HSBC’s International Wealth and Premier Banking (IWPB) serves millions of customers globally, managing their day-to-day finances, wealth, and providing borderless banking solutions. The Universal Banker is a pivotal, customer-facing role integral to delivering effective branch customer interface functions and supporting HSBC’s multiyear growth strategy focused on India. This position is key to ensuring customer satisfaction and driving a transition from transaction processing to need-based sales.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, India

• Team: Within International Wealth and Premier Banking (IWPB)
• Mission: To service primarily walk-in customers and manage their requirements to ensure satisfaction, delivering effective branch customer interface functions while aligning with TCF principles for need-based sales.

What You’ll Actually Do
• Customer Satisfaction: Ensure effective delivery of branch customer interface functions to achieve high levels of customer satisfaction and operational efficiency.
• Sales & Service: Implement TCF principles in daily customer interactions, transitioning from transaction processing to need-based sales.
• Customer Relations: Manage customer complaints and escalations to ensure a consistently positive customer experience.
• Business Growth: Attain key performance indicators (KPIs) by acquiring new customers and promoting credit card and general insurance products, along with meeting KPIs for referrals and cross-selling opportunities.
• Operational Adherence: Adhere to operational standards set by the bank, maintaining control over customer deliverables and implementing audit recommendations.

The Must-Haves
• Background: Graduate degree; 1-2 years of experience; holistic understanding of branch operations and processes within the bank.
• Experience: 1-2 years of experience; sound understanding of the company’s customer service requirements; exceptional and updated knowledge of banking products, systems, and processes.
• Skills: Exceptional Communication Skills, Strong Interpersonal Skills, Highly Organized, Collaborative Team Player, Proactive and Efficient.
• Bonus: FEDAI, NISM (Demat), and IRDA certifications are preferred or should be obtained/transferred to HSBC mapping within 3 to 6 months of onboarding; mandatory successful completion of Anti-Money Laundering and Sanctions training.