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’s 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
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 – 8PM. Total work hours per week will be 37.5 hours per wee