Job description
Retail Service Manager - Home Loans/ Mortgages (UAE National)
Some careers prize diversity more than others.
If you’re looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.
Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.
We are currently seeking an ambitious individual to join our Wealth and Personal Banking team, working together with colleagues to define, manage and achieve divisional business targets.
In this role, you will:
- Excellent communication skills required to communicate with customers and stakeholders via calls, emails and face to face meeting to resolve complex and escalated Home Loan / Mortgage related complaints, queries, or any other matters related to Home Loan / Mortgages
- Take lead in effectively responding to inbound Home Loan / Mortgage related complex queries and complaints received from customers through service channels within defined SLAs. Support the frontline team to in handling queries and complaints raised on CMS. Work closely with the team and stakeholders to ensure all cases are resolved in a timely manner and FCR (First Contact Resolution) target is achieved daily. Ensure timely and effective follow up on ongoing investigations, customer instructions, queries, and complaints for Home Loans/ Mortgages
- Manage a medium sized team of individuals who are responsible for Mortgage customer service, sales lead management, loan amendments, handle escalated complaints to ensure a satisfactory resolution.
- Ensure timely execution of assigned tasks and duties related to home loans/mortgages
- Work closely with Home Loan Sales & Service team and all stakeholders to streamline process, best utilisation of resources, timely execution of home loan applications, customer instructions, actively participate and contribute in various working groups, project and mortgage related tasks.
- To build, maintain, analyse and produce all relevant Management Information for stakeholders. Ability to swiftly produce ad hoc Mis as per business requirements.
- Conduct regular feedback and training sessions with the service, sales team to improve staff efficiency and knowledge
- Build and maintain good relationships with the team and stakeholders to provide excellent service to customers. Establish a customer centric approach within the team and a culture of cross training staff for various activities.
- Represent Home Loan service team during audits, performance reviews and working groups
- Support other managers and colleagues and manage tasks and responsibilities during leave of absence
Requisitos
To be successful in the role, you should meet the following requirements:
Knowledge / Experience
• Bachelor’s degree
• At least two years of work experience and in-depth knowledge of home loans/ mortgages and customer service experience is a must
• People and Team management experience
• High levels of customer service and customer facing experience.
• Fluent in verbal and written communication in English.
• Effective communication and negotiation skills (written & verbal)
• Proven track record of successfully operating in sales & service driven environment.
You’ll achieve more at HSBC.
www.hsbc.com/careers
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 believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hong Kong and Shanghai Banking Corporation Limited.