UKCC Mortgage Advisor

Job description

The Mortgage Adviser role is based within a Contact Centre environment as part of the UK Contact Centres. Following the FCA's Mortgage Market review from April 2014 our people based in the UK CC Mortgage Centre of Excellence talking to customers about meeting their mortgage needs.

The role of the Mortgage Adviser is to handle customer contacts providing a high quality professional mortgage advice service to both new and existing customers in line with the bank's policy of treating customers fairly (TCF) to achieve maximum customer satisfaction by providing advice through.

Your responsibilities will include:

· Providing mortgage advice regarding HSBC mortgage products
· Being an advocate of HSBC values and business principles by putting the customer first and delivering excellent customer service to complex customer calls by keeping up to date in your professional accreditation
· Generating customer loyalty through strong knowledge of key products and services
· Proactively managing financial and non financial risks and promoting HSBC's balanced risk culture
· 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

The ideal candidate for this role will have:

·  Experience working in relevant environment/s, i.e. customer service or financial services
·  Availability to work the shift pattern required for this role, i.e. working patterns will cover an operating window of 8am - 10pm, Monday to Sunday
·  Willingness to undertake the training/study required in this role, i.e. CF1. CF6
·  Relevant product knowledge including knowledge of mortgage is desirable but not essential
·  Experience working in relevant environment/s, i.e. Contact Centre is desirable but not essential
·  Experience working in relevant market/context, i.e. Regulated Financial Services is desirable but not essential
·  Role relevant qualifications, i.e.Currently hold QCF 3 equivalent qualfication is desirable but not essential
·  Past working experience on relevant systems, i.e. Contact Centre telephony system is desirable but not essential
·  A track record of gaining an understanding of customers' needs and delivering excellent customer service
·  Achieved targets and met expectations whilst supporting and encouraging others to do the same
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
·  Experience of personally complying with business processes, rules and regulations

Demonstrated an ability to match products and services with clients' needs to generate sales in an ethical manner

In addition to the details listed above, the ideal candidate will demonstrate the ability and aptitude to commit to a rigorous personal study plan and supported training and accreditation programme both as a trainee and in maintaining professional standards and competent adviser status in role.

The base location for this role is

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: mortgage, adviser, contact centre, tier 2, GCB 6