Broker Care Specialist

4 days ago

Canada HSBC Full time

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re 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

**Responsibilities**:

- Completes Welcome Calls to new HSBC clients, identifying possible additional financial needs and completing referrals to local branches
- Achieves minimum broker / customer satisfaction scores
- Offers value added service based on individual broker and customer needs, including keeping parties up-to-date on progress, informed of changes and delivering on expectations
- Complies with all relevant lending processes and procedures and Credit & Risk policy
- Act as a primary point of contact for more complex operational inquiries from the Broker Data Entry Team
- Works with consistent accuracy to enable greater efficiency in meeting broker / customer mortgage needs, and identifies and voices process improvement opportunities
- An advocate of HSBC values and business principles by putting the customer first and delivering excellent customer service to complex customer needs by keeping up to date on training and internal communications
- Addresses broker concerns and complaints and escalates as appropriate
- Develops and builds effective working relationships with mortgage brokers and 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 performance targets and service expectations

Requirements
- Minimum 3 years of experience case managing mortgages, with good understanding of the home buying and refinancing process and industry
- Strong mortgage and secured lending product knowledge required
- Ability to work with multiple stakeholders and build relationships across multiple departments
- Ability to handle large volumes, tight turnarounds and multiple deadlines
- Strong customer service and interpersonal skills
- Proven ability to meet set performance targets in a sales role
- Detailed orientated with good time management and organizational skills
- Ability to complete complex mortgage transactions
- May need to 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

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.

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.

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