Client Due Diligence Onboarding Analyst, Commercial

Opening up a world of opportunity.

We're a financial services organization serving more than 39 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Commercial Banking

Our global reach and expertise help domestic and international businesses around the world unlock their potential. Our customers range from small and medium-sized firms focused primarily on their domestic markets, through to large companies operating globally. Our services include working capital, term loans, payment services and international trade facilitation.

About the role:
Manage the client onboarding experience, expectations and communications following the completion of the sale by the Relationship Manager (RM). Coordinate the onboarding process, including the collection of client information required to complete the Client Due Diligence (CDD) profile, to the point where the client has an active cash account and channel access.

Engage existing clients in the collection of detailed client information and supporting documentation required for the completion of the Client Due Diligence (CDD) profile at all times in the customer lifecycle, including Client Due Diligence (CDD) trigger events and reviews as part of global standards.

The role will ensure client expectations are set against defined Service Level Agreements (SLAs) and these SLA’s are visible & managed across all functions.

**Responsibilities**:

- Manage the client experience throughout the onboarding of new to bank clients and the Client Due Diligence (CDD) refresh for existing clients; maintaining the highest standard of excellence in customer service and answer client queries as and when they arise
- Request and follow-up with the client for outstanding information and documentation; including know your customer (KYC) /Client Due Diligence (CDD) and signed account opening documents
- Handle requests for additional information from Client Due Diligence (CDD) Operations and liaise further with the client as required
- Ensure Customer Turn Around Times (TAT) are agreed, and the associated SLA’s are visible and managed with all involved parties
- Ensure the client is able to successfully activate the cash account and is in receipt of the ‘tools’ required for channel access
- Be an active member of the team and a strong team-player
- Demonstrate expected core behaviors and values including teamwork, focus, drive and determination
- Be flexible and dynamic with support to the wider team
- Strong communication both upwards and at peer level
- Promote an environment that supports diversity and reflects the HSBC brand.
- Ensure that any data input is dealt with in a timely manner and in the correct and consistent format
- Maintain a strong control environment
- Maintain an environment in which compliance and risk control are a key performance criteria
- Control of workflow processes, adhering to all associated procedures
- Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above
- Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
- Complete other responsibilities, as assigned.

Requirements
- Bachelor’s degree or minimum of 2 years of relevant work experience
- Commercial banking knowledge
- Commercial awareness
- A record of successful accomplishment in providing consistently outstanding customer service.
- Language requirements (based on local needs)
- Proven track record in a client focused environment
- Proven record of delivery within challenging timescales
- Stakeholder management (External & Internal)
- Good verbal and written communication skills at all levels
Project management skills
- Excellent planning, organisation and time management abilities
- Ability to be flexible, manage priorities whilst remaining calm under pressure
- Receptive to change
- Positive ‘can do’ attitude and an ability to take ownership of tasks through to completion
- Drive and resilience
- Ability to work collaboratively and independently when required
- Ability to have difficult conversations
- Conflict management
- Attention to detail
- Ability to prioritise
- Ability and willingness to pick-up commercial banking
- Diligence in formal written communication

HSBC Proud

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.

If this is not the ideal role for you, we invite you