Mortgage Connect Officer

-Job description

**Some career choices have more impact than others.**

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

The position of Mortgage Connect Officer is a customer facing role that is responsible for assisting all mortgage holder non-managed customers with their financial needs. It’s based in a direct channel/voice environment mostly dealing 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.

**Responsibilities**:

- Support Customers with needs -based solutions; Simple and Complex Needs as per WPB Objective /KPI
- Works in virtual environment that encompasses, digital, telephony (inbound and outbound) engagement with our non-managed mortgage portfolio base.
- Retaining customer’s relationship through identifying customer issues and remediating through correct engagement
- Pricing request
- Discharge Enquires
- Referrals to Wealth, Private Bank, Premier
- Referrals to Everyday Banking /Primary Banking - main bank relationship
- Contribute to the value of new borrowing
- complex comprises the following; AU based, PAYG salaried, loans up to $750K (not including construction, bridging, trust and non-residential).
- Variations
- Reduce the time spent on process and administrative tasks, address client needs, and conduct higher value activities which will contribute to the overall cost efficiency ratio.
Requirements

**Requirements**:

- Strong interpersonal and empathy skills with strong decision making and ability to deliver
- Experience working in banking/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
- Understanding of Relationship management systems
- Solid knowledge of appropriate branch operational procedures
- Money Laundering Awareness Certificate held

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.