Universal Banker – Customer Service & Sales

About the role

The Universal Banker is a branch‑based, customer‑facing position at HSBC. You will be the first point of contact for visitors, guiding them to digital channels, handling simple service queries, and supporting product sales up to account opening.

Key responsibilities

• Greet customers on branch entry and assess their immediate needs.
• Promote and assist customers in using HSBC’s digital and self‑service platforms.
• Handle lower‑risk product sales, including account openings, following the EDRAS sales process.
• Identify more complex needs and refer customers to specialised sales staff or branch specialists.
• Deliver a consistently excellent customer experience and resolve complaints at first contact.
• Maintain vigilance against fraud, adhere to KYC, regulatory and operational risk policies.
• Contribute to key performance indicators such as new‑to‑bank acquisition and savings targets.

Required profile

• Strong customer‑service orientation with a focus on delivering quality experiences.
• Ability to recognise customer needs quickly and refer appropriately.
• Commitment to compliance, risk management and operational accuracy.
• Willingness to meet performance targets for sales and service metrics.

Required skills