Customer Service - Credit Officer

Job description

The role of the Credit Officer is to assess the current financial circumstances of our customers via internal system based referrals, plus inbound and outbound calls providing well-reasoned credit lending decisions.
 
You will provide credit approvals and recommendations whilst minimising any credit risks. The role may also require you to provide constructive feedback to the branch network and direct sales channels. At all times you will keep treating customers fairly at the heart of everything you do. To apply for this role, you need to genuinely want constant contact with customers and be able to communicate professionally in English (both written and verbal).
 
Your responsibilities will include:

Liaise with our customers professionally in English both at the telephone and in writing, to provide a superior customer service
Actively listen to customer needs and respond to their queries/concerns
Work with related business areas in order to provide guidance and feedback in respect of improving the customer service journey
Analyse, use initiative and judgment to provide well balanced lending decisions based on affordability
Ensure all procedures and internal controls are adhered to, minimising fraud, losses and bed debt
Team work ethic is paramount

Desired profile

The ideal candidate for this role will have:

Relevant product knowledge including knowledge of credit products e.g. mortgages, loans, etc.
Experience working in relevant environment/s, i.e. customer facing environment
Role relevant qualifications, i.e. O' Level Maths and English (or equivalent qualification).
Past working experience in a relevant role, i.e. customer service.
Availability to work the shift pattern required for this role, i.e. 35 hours worked within a working window of Mon/Tue/Wed/Thu/Fri 8.00am-10.00pm & Sat/Sun 8.00am-5.00pm - specific pattern for each role > role will be determined the capabilities demonstrated by the candidate. 
A track record of gaining an understanding of customers' needs and delivering excellent customer service
A flexible and adaptable approach to change and will support others to respond in a similar way
Achieved targets and met expectations whilst supporting and encouraging others to do the same
Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
Experience of effectively using your knowledge of credit products, processes and risks to make fair and informed lending decisions that meet customers' needs
A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
The base location for this role is Sheffield, United Kingdom.
 
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values. We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.
 
Key search words: Credit, Lending, Risk, Customer Service.

About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.