Mortgage Associate

Job description

The Mortgage Associate role is based within Munroe Court, Leeds, Contact Centre.

The role of the Mortgage Associate is to be a key member of our Mortgage Centre of Excellence based within our Leeds Contact Centre, responsible for providing a high quality, customer driven mortgage related service. You will be taking calls and resolving customer queries, focusing on understanding their needs and identifying the ways in which we can help them. To apply for this role, you need to: genuinely enjoy constant telephone contact with customers, be able to communicate professionally in English, have had previous contact centre or strong retail sales experience and be willing to work flexibly.

Starting salary for this role is £17,785, however after a year's service and if you are an ‘Expert' this will rise to £18,785. This is inclusive of the annual pay increase.

Your responsibilities will include:

· Discuss personal products (mortgages, bank accounts, overdrafts, personal loans, savings accounts and general insurance policies) and complete applications. Refer more complex customer needs to suitably accredited colleagues.
· Dealing with everyday queries from our customer accounts.
· Generating customer loyalty through strong knowledge of key products and services.
· Encouraging the use of the Banks alternative delivery channels (e.g. internet and mobile) according to the customer needs.
· Owning and resolving issues and understanding how and when to escalate.
· Developing and building effective working relationships with key stakeholders within and outside of the immediate business area.

Desired profile

Qualifications :

In addition, the ideal candidate will have:

·  An experience of working in a relevant market/context, i.e. front-line customer service.
·  A proven track record of understanding customers' needs and delivering excellent customer service.
·  Strong professional communication skills, both oral and written with experience of sharing information effectively, in a clear, concise and professional manner.
·  Experience of making timely and informed decisions
·  Flexibility and open to change and innovation
·  Past experience in relevant environment/s i.e. Contact Centre, Network.
·  Consistently achieved objectives and targets set for them and taken action to improve on their own performance as well as encouraging others to do the same
·  Ability to commit to a rotational working pattern required for the role. i.e. working on an operating window of 8am-10pm, Monday to Sunday.
·  Experience of working collaborative with other colleagues, supporting them when possible on key projects.
·  Experience of building effective customer relationships which create customer advocacy.

In addition to the above, the ideal candidate will be resilient and someone who thrives on providing exceptional service without ever losing sight of what is best for the customer.

The base location for this role is Leeds.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

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 UK 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.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

Recruitment Helpdesk :

Email: hsbc.recruitment@hsbc.com

Telephone: +44 2078328500