Mortgage Connect Officer

Business: AU PREMIER BANKING SERVICES

Open positions: 10

Role Title: Mortgage Connect Officer

Global Career Band: L7

Location (Country / City ): Philippines / Quezon City

Recruiter Name:  Jamie Almendrala

Why join us?

• The Mortgage Connect Officer is a customer facing role that is responsible for assisting all Mortgage holder Non –Managed customers with their financial needs. This role is based in a Direct Channel /Voice environment mostly dealing with clients over the phone. This role is requiring the ability to connect with clients over the phone.
• Additionally, this role will offer Broker Support, responsible in connecting with brokers via Inbound line or via Inbox requests.
• The role holder is responsible for, developing and retaining relationships and will work with the broader WPB network and direct teams to ensure achievement of the business performance measures and plan (as defined by WPB).
• This will be achieved by actively helping customers with their stated needs, identifying, and providing needs-based solutions or referring to other business units where appropriate while encouraging primary banking relationship with HSBC.
• Building an ongoing relationship based on value and service is critical to being successful in this role.  In order to deliver a high-quality service, the role holder will need to demonstrate an extensive knowledge of banking products and services across retail banking.

In delivering the business objectives this role must also maintain the levels of operational integrity required by HSBC Group.

What you'll do: 

• Supporting Non –Managed Mortgage customer base with their financial needs.
• Work closely with internal Stakeholders and WPB Channel teams to ensure a seamless customer experience throughout.
• Compliance with the relevant Group standards including GHQ, HBEU and the Regulatory organization as applied to the implementation of the RBWM strategy in their country.
• Ensure all processes and procedures are accurate and in accordance with HSBC Bank policy standards and regulatory requirements.
• Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling.
• Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls.
• Contribute to HSBC by creating and retaining market leading standards and controls.
• The job holder operates within the approved operating and strategic plan process to develop the WPB business.
• Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. 
• Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators.

What you will need to succeed in the role:

• Strong  interpersonal and empathy skills with strong decision making and ability to deliver
• Minimum of two years working in financial services industry
• Previous experience in a Retail Banking Sales role preferred
• Understanding of core products, Premier proposition, and familiar with retail and wealth product processes
• Undesrtanding of Relationship management systems
• Money Laundering Awareness Certificate held
• Knowledge of relevant regulatory governance in market
• Good knowledge of HSBC and personal banking
• Knowledge of the Bank's lending systems
• Team player with collaborative skills
• Knowledge of local and Group compliance regulations
• Attain appropriate professional and regulatory qualifications as required by market
• Attain any internal standards as required by country.
• Ambitious about providing the highest standards of delivery to colleagues and clients
• Demonstrates ability to set stretch goals for self and the ability to deliver these with courage and tenacity
• Authentic and shows ability to engage with colleagues and clients to deliver at pace
• Makes considered decisions that protect HSBC and our clients

What additional skills will be good to have? 

• Exceptional written English and oral communication skills.
• Awareness of MS Excel functions.
• Good planning and organization skills.
• Ability to work in a team, and alone, with minimal supervision and act on own initiative.

You'll achieve more at HSBC

HSBC is an equal opportunity employer 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 encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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 HSBC Electronic Data Processing (Philippines) Inc. ***

The information contained in this job description is a true and accurate reflection of the job as specified.

Want to Apply?

• All applicants must have successfully completed their probation period
• All applicants must have met the Behaviour Gateway in the last performance appraisal
• All applicants should have served at least 18 months in their current functional role and department company
• All applicants should inform their respective line manager of their application
• Application form should be submitted via CareerLink along with the current CV
• All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
• Have not been previously declined for the same post within the last 3 months on the date of submission of their application
• Have not been on ANY form of Corrective Action within the last 6 months from the date of application 

Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:

A. Very Serious Offense

"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:

c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual."