Case Manager

-Job description

**Some careers shine brighter than others.**

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

As an HSBC employee Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

We are currently seeking an experienced individual to join this team in the role of **Case Manager.**

The role of the Case Manager is to manage new to bank Premier customers who have requested account facilities in Expat. They are required to provide exceptional customer service to customers and group entities across multiple products and propositions. This role has progressed into a specialist role within the contact centre where strong relationships are built with the customer, Relationship Managers and global case management teams. Duties include establishing the customer’s needs, undertaking appropriate Customer due diligence checks and obtaining the required Know Your Customer information and documents.

**In this role, you will**:

- Case Manage International Group customers or prospective new to Bank customers wanting to open an account with HSBC Expat.
- Produce high quality Know Your Customer (KYC) reviews to provide approval for account opening.
- Deliver exceptional service instilling customer confidence, effectively liaising with Relationship Manager (RM), Global case managers, Financial Crime teams and customer to ensure the journey is efficient and seamless.
- Own and resolve issues by case managing end to end, providing excellent customer service with an understanding of the regulatory frameworks and compliance requirements.
- Plan and prioritise your own time effectively, be aware of your responsibilities and committed to delivering these efficiently.
Requirements

**To be successful in this role you should meet the following requirements**:

- Both spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner
- To be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
- The ability to work in a high-volume, fast paced environment.
- A track record of successfully engaging customers to understand their needs and identify sales/service opportunities
- Experience working in a similar /relevant environment/s