Deliver excellent customer service to a wide range of HSBC RBWM local and international customers (whille ensuring the cost effectiveness of the operation).
Handle all functions and regulations related to loan processing.
Deliver upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (scorecard).
Continually review and understand work practices and policies to ensure ongoing audit and risk standards are met.
Ensure fair outcomes for customers are delivered in all situations.
Impact on the Business
Serve as the primary point of contact for the customer during the mortgage origination process while providing continual status updates to the client and the loan officer through loan approval/closing
Collect the loan conditions pursuant to HSBC guidelines and prepare the file for submission to underwriting. Work to resolve any additional required conditions to ensure timely approval/closing.
Build relationships with aligned sales partners and internal partners
Proactive management/execution of an average active loan pipeline of 35-40 loans
Proactive pipeline management to ensure all client contractual closing date and rate locks are met
Achieve published standards and other key performance indicators (attendance, revenue, retention, service levels, operational risk, etc).
Meet all performance targets including standards in quality and productivity.
Abide by first call resolution in alignment with global standards to promote customer satisfaction.
Customers / Stakeholders
Mortgage Retail Sales
Mortgage Business Development and Customer Acquisition
Credit risk - RBWM
BRCM and Compliance functions supporting RBWM
Underwriting Quality Control - RBWM
Private Bank Mortgage team - sales and credit
Key vendors supporting Mortgage Loan Originations at HSBC
Third Party Management function in HSBC
Head of Mortgage and Mortgage Leadership Team
Leadership & Teamwork
Plan and prioritize work appropriately considering importance, urgency, customer and business impact.
Deliver excellent customer service .
Champion and embrace change and innovation
Demonstrate ownership and common sense with all that you do, sharing best practice.)
Communicate the HSBC vision, values and goals to others clearly and consistently.
Operational Effectiveness & Control
Maintain highest standards of risk management, control and compliance.
Reduce overall operating losses and credit risk within management control.
Maintain KYC standards.
Implement and apply the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximize integration, effectiveness and efficiency.
Communicate and embed HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
Provide timely, accurate, quality information to stakeholders to meet business and regulatory requirements.
Ensure compliance in a complex environment with demanding internal standards, multiple internal control functions and multiple government regulators.
Completing multiple tasks under aggressive time constraints while making accurate decisions with a sense of urgency.
Working with a wide range of direct and functional areas
Close collaboration with mortgage management team, RBWM Credit risk, Legal and Compliance to constantly execute operations and meet our customer needs.
Management of Risk
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials.The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
Observation of Internal Controls
Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
No direct reports
Internal Number: 754446
HSBC was born from one small idea: a local bank serving international needs. We started our business in Hong Kong in 1865. In 2015, HSBC celebrates its 150th year anniversary. Over the years, HSBC grew through expanding its branch network, offering new products and establishing its own investment banking arm.
We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people fulfill their hopes and realize their ambitions.
• Located in 72 countries and territories
• Serving around 48 million customers
• Supported by over 268,000* people
• Head office in US is New York City
We aim to be dependable, open and connected in everything we do. We want to ensure that our employees feel able to stand up for what is right, highlight potential risks and act with integrity, even when faced with pressure to act otherwise. By doing so, we will be able to meet expectations of society, customers, regulators and investors. To make sure everybody at HSBC lives up to these values, they are a part of everyone's annual performance review.
At HSBC, you will find that we are dependable, o...pen to different ideas and cultures, and connected to customers, communities, regulators and each other. Our culture has a family feel to it – our employees are encouraged to work together to reach a common goal. This idea is supported and encouraged at the leadership level and passed down.
Our size and global reach mean more opportunities for you to grow your career with us.
We are looking for forward-thinking, driven, perceptive candidates to help our customers realise their hopes, dreams and ambitions.
This means people who are dependable, open to different ideas and cultures, and enjoy being part of a team; people who have the potential to become the future leaders of HSBC.
We encourage you to drive your own development and build your network within your office and around the world.
We provide the opportunities for you to connect with customers, colleagues and the communities in which we operate.