Broker Care Specialist

Job description

HSBC is Canada's leading international bank – there is no one like us in this market.

Our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients. With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.

HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Wealth and Personal Banking.

It's through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

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.

Key objectives for a Broker Care Specialist

Residential mortgages are a cornerstone product for Canada Wealth and Personal Banking. Be part of the team that supports the new strategic Mortgage Broker distribution channel in delivering a best in class mortgage application journey to a wide range of Canadian and international customers. Build relationships with internal teams and mortgage brokers, and help broker clients fulfil their home purchase ambitions by delivering a competitive offering to the marketplace.

Principle Accountabilities:

· Meets individual objective of quarterbacking a new mortgage application through the Customer Due Diligence and Underwriting processes, preparing files for closing and managing any discrepancies, updates and changes to application, all within predetermined Service Level Agreements
· Completes Welcome Calls to new HSBC clients, identifying possible additional financial needs and completing referrals to local branches
· Answers calls and queries from brokers and acts as a liaison between HSBC and broker until the application is funded.
· 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

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:

·  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 communication (verbal and written), 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 hours per week
·  Understands / speaks second language is an asset

HSBC Proud

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

If this is not the ideal role for you, we invite you to sign up to our talent community so that 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 us build the bank for the future. To join, please click here !

We encourage all Indigenous peoples of North America and Persons with Disabilities to self-identify in their applications. In addition, we invite you to reach out to Matt Woods, our Diversity Recruitment Relationship Manager at matthew.r.woods@hsbc.ca for support during the selection process.