In today's competitive environment, first impressions matter more than ever. This session will highlight how an international bank creates an exceptional experience immediately after onboarding for new, high-value clients. We will explore how this team was established and approaches welcoming these clients, ensuring a smooth transition into services and products, and building strong, lasting relationships from day one.
By the end of the session, you'll walk away with actionable tools to create a welcoming, client-centric experience that leaves a lasting impact on new, valuable clients, fostering stronger client relationships and driving business growth.

Takeaway

• Define and focus on key objectives. (HSBC Welcome Care – Education of key services and offerings, enhanced support for account tool set-up and enrollment, introduction to relationship managers dedicated to supporting their relationship.)
• Create an ideal service model and team structure based on your business (HSBC Welcome Care – Team of ten advisors that each manage approx. 100 clients at a time, providing support using email, zoom and telephone appointments, to new clients for the first month of their relationship.)
• Integrate the team appropriately into your contact center and recruit the right people. (HSBC Welcome Care – The team is a part of the Voice service team, allowing them to leveraging subject matter expertise of the overall team and specialists. People are often sourced from service teams and must be knowledgeable of bank services and products and have a client centric mindset.)
• Take an agile approach to who you provide this enhanced experience to. (HSBC Welcome Care – Focus on high-value clients onboarded through remote channels (online and remote team), especially international clients that may be less familiar with banking in the US. When appropriate, pivot to support clients onboarded through bonus campaigns to drive account funding and increase client stickiness.
• Create a consistent transition into business services following this enhanced welcoming support (HSBC Welcome Care – Clients are provided the opportunity for a personal introduction to a relationship manager who can support their financial planning needs and further discuss additional products to enhance their banking relationship.)
The session will wrap up with a view of how the implementation of the team has positively impacted the client experience and other key metrics.