Client Experience Associate

$66,600 - $100,000/Yr

HSBC - Cupertino, CA

Full-time - Entry Level

Cupertino, CA

Credit Intermediation and Related Activities

About the position

The Client Experience Associate at HSBC plays a crucial role in supporting retail operations within a Wealth Center. This position focuses on ensuring a premium client experience by managing branch transactional activities, enhancing service delivery, and maintaining compliance with operational standards. The associate will work closely with the Center Manager and team to identify process improvements and resolve service issues, contributing to the overall success of the branch.

Responsibilities

• Ensure the overall appearance of the branch is appropriate and properly stocked with collateral.
• Manage the provision of service to branch customers and identify potential process improvements to achieve branch performance targets.
• Support the customer experience within the Wealth Center, ensuring service excellence and timely resolution of service and operational issues.
• Assist clients and team members with account opening and maintenance, ensuring compliance with KYC and operational standards.
• Complete accounting-related responsibilities, including cash control activities, ATM processing, transaction system reconciliations, and general ledger account maintenance.
• Ensure adherence to established customer interaction standards for every transaction.
• Manage servicing activities within a larger center, addressing the greater volume and complexity of problems and issues.
• Support the Center Manager with compliance and operational risk controls, including timely implementation of audit points and addressing issues raised by regulators.

Requirements

• Minimum of two years proven and progressive customer service and/or operational experience within retail banking, wealth management, or equivalent.
• Bachelor's degree in business, accounting, related field, or equivalent experience.
• Proven decision-making, customer service, organizational, analytical, planning, and mathematical skills.
• Sound knowledge of company products and services offered within the branch system, related operational activities, and pertinent regulations.
• Ability to support and complete transactional customer requests and resolve client issues.
• Foreign language skills, such as Mandarin and/or Cantonese, are required.

Benefits

• Competitive pay and benefits package
• Access to tailored professional development opportunities
• Robust Wellness Hub
• Industry-leading volunteerism policy
• Generous matching gift program
• Comprehensive program of immersive Sustainability and Climate Change Initiatives
• Employee Resource Groups for networking and development