Client Support Officer

Role Overview

GTS is a key strategic business for the HSBC Group under CMB and its history is mixed with almost 150 years of Group history.

Today, we are the largest international trade bank, with an unrivalled global presence and access to over 90 per cent of the world's global capital flows. GTS provides trade finance and risk mitigation solutions to customers all over the world, from SMEs through to large corporates and multinationals.  GTS provides the services and financing our clients need throughout the trade cycle, from the tender process and issuance of a payment order, through to shipment and sales fulfilment. We cover various industries including commodities, global sourcing, technology and infrastructure. HSBC offers over 100 trade and receivables products.

This is deemed a Development Role. The role holder will be expected to identify for themselves and seize a range of Development opportunities. To apply those developments effectively in delivering constantly improving role outputs

The role holder will work closely with Clients, Client Managers and Client Directors through the provision of excellent and proactive support. As frontline staff, the role holder will resolve operational enquiries from both external and internal customers, UK based and offshore,  enabling the Client Managers and Directors to spend more time with clients, growing income and managing risk. 

Other support tasks include:

• A range of GTS defined tasks from time to time.
• Resolve operational enquiries from both internal and external customers that enable the Client Manager to spend more time with clients, growing income and meeting targets. This will involve both written as well as telephone based activities.
• Responsibility for ongoing facility amendments to the system
• Responsibility for IDS  / ID queries
• Providing an excellent level of ongoing support that is always focused towards Client Managers and their clients.

Staff within Client Service will have knowledge of wider HSBC as well as GTS product offerings, policies and procedures which would enable them to fulfil customer queries and ensure alignment to the HSBC principle of Treating Customers Fairly.

Knowledge & Qualifications

Required

• Preferable -  extensive knowledge of RF Systems such as IFA
• Preferable - excellent knowledge of GTS services, products and techniques.
• Preferable - detailed knowledge of RF back and front office area
• Broad knowledge of Credit & Risk including techniques to mitigate risk would be helpful
• Broad knowledge of HSBC Group companies and product ranges would be helpful
• Good level of business acumen and commercial awareneness

Desirable

• RF or Trade related industry qualifications          

   

  Skills

  • Ability to interact with business customers at all levels.
  • Excellent interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
  • Excellent time management, planning and organisation skills.
  • Excellent range of communication skills, including written and verbal
  • Excellent problem solving skills.
  • Strong analytical skills
  • Proven ability to deliver creative and flexible customer solutions.
  • Ability to understand a customer’s business and the fundamentals of running a business

Expertise (post onboarding)

• Support CM/CD’s to enable them to drive sales from existing clients and manage attrition
• Effectively manage all ID / IDS queries
• Managing multiple time sensitive tasks
• Adapting to a fast pace work environment and continually changing lines of communication, technological advances etc.
• Ensuring colleagues sufficiently knowledgeable with RF products/services/ regulation and having confidence they are able to continually apply this knowledge to their client base

Impact on Business

• Support CD/CMs to manage a client portfolio in order to maintain existing and generate new income for the business.
• Keep losses and errors to a minimum and identify any cost reduction initiatives.
• Work closely with colleagues to promote awareness of RF products, strategies and competitor information a