CSM Teller

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.

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Job Introduction
Through effective service delivery, prompt reply to customer queries and complaints, resolution of customer complaints within the set TAT, reduction in customer waiting time and monitoring customer service levels on an ongoing basis.

By developing and maintaining a strong service culture across the service team.

By monitoring branch hygiene and using in-branch promotion material effectively. Managing customer traffic, by improving process flows and aligning tasks accordingly.

• By ensuring that all staff work as a team and jointly focus on converting our branches into thriving malls.
• By effective communication of plans and achievements, through appraisal, counselling and training, on and off the job, by regular discussions and feedback from all staff.
• Reduction in customer waiting periods, and accurate transaction processing.
• Ensuring zero error rates, and minimization of cash shortages, frauds, etc.
• To ensure exception reports are monitored to ensure adequate control on the branch operations
• To ensure limit letters are issued to the Teller Staff as and when mandatory
• To ensure that HUB user ids have been created as per the job profile of the users and the rules regarding HUB user ids as laid down from time to time are being adhered to

Principal Responsibilities
Teller Operations

• Process cash payments and accept cash deposits after carrying out all necessary operational checks as per guidelines.
• All operational requirements like bundling, labeling, sorting of notes is done and no soiled notes are handed over back to the customer.
• Ensure that his/her cash position is as per the laid down cash control procedures, and cash till is balanced end of day every day.
• Minimize cash differences and ensure that they are informed immediately to the Teller Supervisor.
• Maintain control over all deliverables like cheque books, Cards, pins, welcome packs, IWPs. Ensure that all collect items are handed over to the customers as per the laid down operational guidelines and after carrying out all necessary checks as mandated from time to time.
• Ensure satisfactory implementation of all audit recommendations with the assistance of the Teller Supervisor. To identify process gaps with a view to ensure compliance of the procedures.
• Ensure that ATMs are replenished, and all ATM related facilities are available to the customer as required by the internal policy of the bank.

Customer service

• Ensure effective service of customers by providing prompt and qualitative service.

Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section B.1.2 of the Group Operations FIM.

Observation Of Internal Controls (Compliance Policy / FIM Requirements)

• Maintain and observe HSBC internal control standards, implement and observe group compliance policy, including timely implementation of recommendation made by internal /external auditor and external regulators.

Education Qualifications / Certifications And Requirements

• Post Graduate in any stream
• Graduate in any stream
• Should have completed 12 months in the current role

Additional Information
Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India