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Job Title: Senior Premier Relationship Officer
Company Name: HSBC
Location: Miami, FL
Position Type: Full Time
Post Date: 11/17/2017
Expire Date: 12/17/2017
Job Categories: Accounting/Auditing, Administrative and Support Services, Banking, Customer Service and Call Center, Finance/Economics, Financial Services, Installation, Maintenance, and Repair, Legal, Retail/Wholesale, Sales, Executive Management
Job Description
Senior Premier Relationship Officer
The Premier and Wealth proposition is a strategic priority for HSBC and the role of Sr. Premier Relationship Officer is a key supporting role in the achievement of the proposition objectives.
The Securities Licensed Sr. Premier Relationship Officer provides sales support to registered securities representatives as well as an ability to enter trade orders on accounts. The licensed Sr. PRO has a strong understanding of the brokerage industry, trading operations and HSI’s brokerage products. Work is often performed under the direction of registered securities representatives.
This role is a part of the Premier and Wealth relationship team and a key relationship support role created to provide an outstanding customer experience to the valuable Premier clients and increase Premier Relationship Manager’s (PRM’s), Premier Relationship Advisors(PWA’s) and Premier Wealth Advisors(PWA’s) client facing time. The role provides dedicated support to a team of PRM/PRA/PWA in the overall achievement of their goals (covering acquisition, cross sales, retention, and growth of their portfolios) and day to day contact with their clients in the delivery of the proposition objectives.
 In order to deliver client centric service, this role is identified as a point of contact for clients and in the absence of the PRM/PRA/PWA, this role will be the first point of contact for the client. In addition, the Sr. Premier Relationship Officer may provide credit/lending support through referral to the PRM/PRA/PWA or Premier Mortgage Consultant.. Building an ongoing relationship based on value and service is critical to being successful in this role.
 In order to deliver a high quality service to our highest value personal clients the role holder will need to demonstrate a working knowledge of Premier and retail banking products and services and Wealth products.
Impact on the Business
  • Provide high quality sales support to a team of PRMs/PRAs/PWAs
  • Reduce the time spent on process and administrative tasks by PRM/PRA/PWA to increase Premier and Wealth licensed sales staff’s capacity to meet clients, address client’s needs, and conduct higher value activities which will contribute to the overall cost efficiency ratio
  • Support Premier and Wealth licensed sales staff to manage client contact and service, including, in the absence of PRMs/PRA’s/PWA’s, answering client calls, resolving client enquiries on transactional needs and facilitating a smooth hand-off to the correct channels where appropriate, and managing key event reminders to maintain active client contact
  • Provide sales support to licensed sales staff including preparing and completing sales documents, managing data input and report generation, and liaising with support functions to follow through client purchase process requirement
  • Manage office administrative tasks for PRM, such as system input and output, handling correspondence, telephone calls and emails, and diary management
  • Enhance clients trust in HBUS and Wealth’s capability of meeting their needs & support PRM/PRA/PWA to achieve their plan and the Bank, Wealth and Premier business they are responsible for
Customers / Stakeholders
  • Handle client’s enquiries relating to the PRM’s/PRA/PWA portfolio in a positive, timely, and appropriate manner. Aim to resolve the customer’s queries at the first point of contact and minimize referrals to the PRM for routine transactions
  • Help PRM/PRA/PWA follow-up on the resolution of complaints
  • Provide clients with an outstanding service proposition based on professional relationship management and outstanding service, adhering to global service standards
  • Meet client expectations in terms of efficiency, accuracy, timeliness, professionalism, and warmth
  • Actively contact and engage Premier clients in meaningful conversations for the portfolio's of Premier RM's/PRA/PWA supported
  • Proactively responds to client in face-to-face and/or telephone settings, updating client profile screens with details of client contact
  • Maintains a working understanding and technical knowledge of relevant products and services
  • Has strong knowledge of the PRM’s/PRA/PWA portfolio of clients with the support of CRMS and analytical tools
  • Support the Premier RM/PRA/PWA in the day to day activity of meeting Client needs and achieving their KPI's
  • Generate and analyze specialized reports on sales activities as well as analytical and administrative support for the PRA
  • Assist in maintenance of qualified clients. Work independently and in conjunction with the PRA in identifying and onboarding new clients as well as maintaining existing accounts
Leadership & Teamwork
  • Communicates effectively and works well with other teams within the Branch, Call Center, HTS, and other relevant partners that impact the client’s experience of HSBC; in order to ensure a consistent approach and application of Premier standards
  • Efficiently manages time in order to support different licensed Retail Bank and Wealth licensed sales staff concurrently
  • Proactively identifies opportunities/issues and provides feedback to management to improve products and service processes
  • Achieve the operational standards for the business and work within agreed procedures and guidelines - displaying high levels of integrity at all times
  • Delivering the firm - Put the client at the heart of our business and deliver joined up services and solutions
Operational Effectiveness & Control
  • Ensure all processes and procedures are accurate and in accordance with HSBC Bank and HSI policy standards and regulatory requirements
  • Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling
  • Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls
  • Contribute to HSBC by creating and retaining market leading standards and controls
  • Assist in maintaining NDIP policy standards and avoiding customer confusion between Bank and Wealth products
Major Challenges
  • Build extensive knowledge of HSBC systems and procedures in order to handle client needs
  • Proactively help HSBC identify opportunity to improve process efficiencies
  • Sensitively redirect clients to the most effective and efficient channel
  • Support the client in navigating the channel of their choice (to interact with HSBC) effectively and efficiently
  • Ensure the client consistently receives a professional premium service which exceeds their expectations at all times
  • Provide high quality support to multiple Retail Bank and Wealth licensed sales staff
  • Maintain high standards of control and operational practices in line with HSBC’s expectations
Role Context
Wealth and Premier is a key proposition in RBWM’s strategy. Over recent years, our business and organization has made considerable progress both in our performance versus peer group and in our strategic transformation. Over the medium term we have been improving both our profitability and our ability to meet the needs of our target clients
We have four overriding principles that will apply to the delivery of all propositions, products and services through all channels to all customers at all times:
  • We will treat all customers fairly
  • We will apply the HSBC Group values and business principles in all of our dealings with customers
  • We will meet, or exceed, all local and international laws, regulations, and codes of practice
  • We will deliver services to customers in a manner that provides speed, ease, certainty and empathy
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
  • The jobholder will ensure that 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 behaviors consistent with the HSBC Values
  • The jobholder will also continually reassess and manage the operational risks associated with the role and inherent to the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructuring, the impact of new technology, and compliance with the relevant Financial Instruction Manual (FIM), Business Instruction Manual (BIM) , HSI Compliance policies
  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring and by addressing any areas of concern in conjunction with line management and/or the appropriate department. Issues which are not addressed should be escalated to senior management
Observation of Internal Controls
  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
  • The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. HSBC expects to be a global leader in this area and therefore every employee will seek to set market-leading standards
  • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply
  • This will be achieved by adhering to all relevant processes/procedures and by liaising with the Compliance department about new business initiatives at the earliest opportunity
  • Maintains HSBC internal control standards including timely implementation of internal and external audit points together with any issues raised by external regulators
  • Ensure employees apply compliance and operational risk controls in accordance with HSBC or regulatory standards and policies; optimize relations with regulators by addressing any issues
  • In the occasional absence of the PWA/PRA, ensures that all unsolicited orders are executed in a timely and accurate manner, and that all documentation is maintained to standards. Supports one or more registered representatives, or those with large books of business. Has regular contact with clients regarding their accounts, under the direction of a registered securities representative. Enters orders for clients and opens new customer accounts at the direction of the registered representative

As you complete your online application, please use source code: Historically Black Colleges and Universities. If you would like to notify HSBC's Diversity Recruiting team of your application, please e-mail

Qualifications & Requirements
1. Knowledge and Experience


  • Strong interpersonal and empathy skills with strong decision making and ability to deliver

  • Minimum of three years working in financial services industry

  • Knowledge of brokerage products and services, operations supporting them and pertinent regulations affecting their delivery

  • Previous experience in Retail/Premier Bank sales preferred

  • Understanding of core products, Premier proposition, and familiar with retail and wealth product processes

  • Understanding of relationship management systems (CRM and RM Platform, etc.)

  • Solid understanding of appropriate branch operational procedures

  • Money Laundering Awareness Certificate held

  • Knowledge of relevant regulatory governance in US

  • Good knowledge of HSBC and personal banking

  • Team player with collaborative skills

  • Knowledge of local and Group compliance regulations

  • Ensure delivery of high quality client experience and needs-based solutions through effective communication, influencing, and sales skills


 2. Leadership Capabilities


  • Have an understanding of the immediate regional Global Wealth Strategy and the ability to plan own activities accordingly

  • Ambitious about providing the highest standards of delivery to colleagues and clients

  • Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity

  • Authentic and shows ability to engage with colleagues and clients to deliver at pace

  • Makes considered decisions that protect HSBC and our clients


3. Licensing


  • Series 7, 63 and life and health insurance licenses required. Must be registered or obtain approval for registration with the necessary States where registered representative will be conducting business


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Company Name: HSBC
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