Job Description

Job descriptionWhy join us?

• The Mortgage Connect Officer is a customer facing role that is responsible for assisting all Mortgage holder Non -Managed customers with their financial needs. This role is based in a Direct Channel /Voice environment mostly dealing with clients over the phone. This role is requiring the ability to connect with clients over the phone.
• Additionally, this role will offer Broker Support, responsible in connecting with brokers via Inbound line or via Inbox requests.
• The role holder is responsible for, developing and retaining relationships and will work with the broader WPB network and direct teams to ensure achievement of the business performance measures and plan (as defined by WPB).
• This will be achieved by actively helping customers with their stated needs, identifying, and providing needs-based solutions or referring to other business units where appropriate while encouraging primary banking relationship with HSBC.
• Building an ongoing relationship based on value and service is critical to being successful in this role. In order to deliver a high-quality service, the role holder will need to demonstrate an extensive knowledge of banking products and services across retail banking.
• In delivering the business objectives this role must also maintain the levels of operational integrity required by HSBC Group.

What youll do:

• Supporting Non -Managed Mortgage customer base with their financial needs.
• Work closely with internal Stakeholders and WPB Channel teams to ensure a seamless customer experience throughout.
• Compliance with the relevant Group standards including GHQ, HBEU and the Regulatory organization as applied to the implementation of the RBWM strategy in their country.
• Ensure all processes and procedures are accurate and in accordance with HSBC Bank policy standards and regulatory requirements.
• Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling.
• Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls.
• Contribute to HSBC by creating and retaining market leading standards and controls.
• The job holder operates within the approved operating and strategic plan process to develop the WPB business.
• Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators

RequirementsWhat you will need to succeed in the role

• Strong interpersonal and empathy skills with strong decision making and ability to deliver
• Minimum of two years working in financial services industry
• Previous experience in a Retail Banking Sales role preferred
• Understanding of core products, Premier proposition, and familiar with retail and wealth product processes
• Undesrtanding of Relationship management systems
• Money Laundering Awareness Certificate held
• Knowledge of relevant regulatory governance in market
• Good knowledge of HSBC and personal banking
• Knowledge of the Banks lending systems
• Team player with collaborative skills
• Knowledge of local and Group compliance regulations
• Attain appropriate professional and regulatory qualifications as required by market
• Attain any internal standards as required by country.
• Ambitious about providing the highest standards of delivery to colleagues and clients
• Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity
• Authentic and shows ability to engage with colleagues and clients to deliver at pace
• Makes considered decisions that protect HSBC and our clients

What additional skills will be good to have?

• Exceptional written English and oral communication skills.
• Awareness of MS Excel functions.
• Good planning and organization skills.
• Ability to work in a team, and alone, with minimal supervision and act on own initiative.

HSBC