Job Description

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\xe2\x80\x99re 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.
Wealth and Personal Banking
We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world. About the role The Mortgage Specialist will effectively case manage mortgages, secured lending, and insurance through to completion, handling customer expectations at all times with outstanding professionalism and consistency. Listens to the customer and recognises wider financial planning needs and makes referrals to other areas of the bank, where the customer\xe2\x80\x99s needs can be met thereby proactively developing and strengthening customer relationships and in doing so, generating new business in line with HSBC values.
Responsibilities:

• Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and meeting customer needs
• Manage multi-channel referrals and handling large volumes of mortgage customer cases simultaneously
• Achieves satisfactory compliance in the sale of mortgage, secured lending and insurance products
• Offers value added products and services based on customer needs analysis and ensuring customer understanding of those products
• Complies with all relevant procedures by ensuring all lending and insurance are within the bank\xe2\x80\x99s criteria and all sales are properly recorded and authorized in accordance with Credit & Risk policy
• Works with consistent accuracy to enable greater efficiency in meeting customer mortgage, secured lending, and insurance needs
• An advocate of HSBC values and business principles by putting the customer first and delivering excellent customer service to complex customer calls by keeping up to date on training and internal communications
• Owns and resolves issues as well as understands how and when to escalate and/or refer a client
• Develops and builds effective working relationships with key stakeholders within and outside of the immediate business area
• Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Meet individual and team sales targets

Requirements

• Minimum 3 years of experience case managing mortgages, ideally working in mortgage centre
• Experience in a call centre environment is an asset
• Fluent in English and French
• Strong mortgage, secured lending, and insurance product knowledge required
• Ability to manage multiple stakeholders
• Ability to handle large volumes, tight turnarounds and multiple deadlines
• Proven ability to sell and meet set sales / performance targets in a sales role
• Detailed orientated with good time management and organizational skills
• Must be available to work rotating shifts, Monday to Friday from 8AM to 10PM and Saturday 9AM \xe2\x80\x93 8PM. Total work hours per week will be 37.5 hours per week

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. We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox (careers@hsbc.ca) with any additional inquiries or for support and reasonable accommodations during the selection process. If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.