 Handles contacts with HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible based on the Campaign and Contact plan provided by RBWM. Offers value added products and services based on customer needs analysis provided by the CRM and Business Intelligence teams and ensuring customer understanding of those products. Providing advice, guidance and solutions in a structured manner to the customers according to their ‘need’. Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Cards). Generates customer loyalty through strong knowledge of key products and services. Owns and resolves issues and understands how and when to escalate, Using Complaint Management System. Ensure SLA is met at all times. Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets. Keeping up to date on training and internal communications. Building effective relationships & referral business on a daily basis. Ensuring all CRMS leads are actioned on a daily basis and diarized with correct information.

 Advise and sell banking products to customers such as Personal loans, Credit Cards, Accounts and Investment products based on their needs. Oversee the entire sales cycle and ensure the process is smooth and speedy. Reach out to potential customers to generate new business. Present banking products and services to existing and prospective customers. Manage bank accounts; open, close and oversee transactions. Refer clients to in house financial experts, as needed.

 Responsible to provide financial services to customers and companies. Services include Personal loans, Auto loans, credit cards, WPS and LG. Achieve given sales targets and provide new and existing customers high standards of customer service. Engage and build good relationship with customers and deliver good client experience thus seeking sales referrals. Following up with customers on daily basis and doing market analysis, thus identifying potential clients and audience.

 Initiate new calls to generate interests and secure appointments with prospective audience. Assess and generate prospects needs and document potential sales opportunities. Achieve defined metrics associated with the channel. This includes B2B calls, lead conversions, online sales presentations, opportunity creation and management. Email correspondence with the clients on day to day basis. Liaise and attend meetings with other company functions necessary to perform duties.

 Direct sales agent on US based projects (Healthcare, cash for gold and Mortgage). Make outbound calls and answer phone for inbound campaign. Sell products and place customer orders in computer system. Provide customer with product and service information. Identify, search and resolve customer issues in minimum time frame. Up sell product and services.

• Sell company products.• Follow-up on customer inquires not immediately solved.• Complete call logs and reports.• Recognize, document and alert the supervisor of trends in customer calls.• Provide on-the-job training for new employees.• Generate customer thank you letters