Financial Support Manager

Some careers prize diversity more than others.

If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success. 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.

HSBC Commercial Banking serves millions of businesses ranging from small, to large corporates, providing commercial customers with a full range of banking services including Global Trade and Receivables Finance, RMB solutions, multi-currency business accounts, payments and cash management, and wealth management and insurance, as well as a comprehensive range of financing solutions. With dedicated Relationship Managers and Product Specialists providing local support and advice in over 60 countries and territories, HSBC helps connect customers to opportunities.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

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

In this role, you will:

•    This role is predominantly a telephony role and as a confident communicator you will use your skills to help customers who may be experiencing financial difficulties – you will achieve this by answering inbound phone calls and making outbound phone calls through use of a dialling system.
•    Through engagement with the customer and overlaying Bank data you will need to develop a deep understanding of the customer’s business and the issues that it faces.
•    Applies acquired knowledge to provide advice and assistance to customers when identifying the appropriate customer-orientated solutions to help resolve the customer’s financial difficulties based on the Customer’s situation and financial information such as Profit and Loss Accounts, Cash Flow Forecasting and Balance Sheet Management.
•    You will be assessing and utilising a variety of appropriate forbearance solutions and debt restructuring to assist our Customers in resolving their financial difficulties.
•    You will be assisting customers who may be in financial difficulty with their COVID-19 government-backed lending (e.g. Bounce Back Loans) and managing the specific requirements of this Scheme.
•    Providing subject matter expertise (SME), guidance and support to CMB colleagues to share knowledge and experience with employees within and outside of immediate team, promoting a collective culture to spread experience and best practice;
•    Ensure consistent application of Group Policy and adhere to regulatory, financial, and legal standards to minimise business and reputational risks.

To be successful, you should meet the following requirements:

•    Being comfortable with a telephony role, both inbound and outbound is essential to this role
•    Demonstration of a high level of resilience and the ability to persevere in challenging situations is essential to this role
•    Excellent communication and negotiation skills, with the ability to consult with our customers to fully understand their needs
•    Influencing skills and ability to build positive working relationships with our customers, colleagues and stakeholders under challenging circumstances
Truly understand the challenges and situations our customers face through asking questions and listening with empathy, understanding and appreciation of the issues people can face in their daily lives when in financial difficulty, working with them to deliver good outcomes and creating a solution and payment plan that is affordable and suitable.
•    Ability to gather, analyse and interpret comprehensive financial information including Cash Flow Forecasts, Profit and Loss Accounts, Balance Sheet Management, and/or customer requirements to provide solutions that are commercially viable and sustainable.
•    Broad knowledge of the complexity of CMB customers including the differences between Sole Traders, Partnerships, Limited Companies and Guarantors and the different regulatory obligations when lending to these Businesses e.g. CCA and CONC
•    Sound knowledge of policy, procedures and systems within own work area - including Browser Main Menu, Client Vision, Document Viewer, Excel, Word, Outlook
•    Planning and organizational skills to manage the unexpected as well as anticipated issues or events, so that success can still be achieved
•    Ability to gather, analyse and interpret comprehensive financial information including Cash Flow Forecasts, Profit and Loss Accounts, Balance Sheet Management, and/or customer requirements to provide solutions that are commercially viable and sustainable.
•    Broad knowledge of the complexity of CMB customers including the differences between Sole Traders, Partnerships, Limited Companies and Guarantors and the different regulatory obligations when lending to these Businesses e.g. CCA and CONC

This role can be based anywhere in the UK.

You’ll achieve more when you join HSBC.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500.