Mortgage Specialist (Bilingual: French & English)

HSBC - Montréal, QC (30+ days ago)

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HSBC is Canada’s leading international bank – there is no one like us in this market.
For almost 40 years, our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients. With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.
HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.
It’s through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide, helping them manage their day – to day finances and save for the future. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division. We are committed to building long-term relationships with our customers, offering products and services to help them reach their goals and aspirations. We continue to exponentially grow our market share in Canada year on year.

Key Objectives for Mortgage Specialist:
The Mortgage Specialist will effectively case manage mortgages, secured lending, and insurance through to completion, handling customer expectations at all times with outstanding professionalism and consistency. Listens to the customer and recognises wider financial planning needs and makes referrals to other areas of the bank, where the customer’s needs can be met thereby proactively developing and strengthening customer relationships and in doing so, generating new business in line with HSBC values.

Principle Accountabilities:
Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and meeting customer needs
Manage multi-channel referrals and handling large volumes of mortgage customer cases simultaneously
Achieves satisfactory compliance in the sale of mortgage, secured lending and insurance products
Offers value added products and services based on customer needs analysis and ensuring customer understanding of those products
Complies with all relevant procedures by ensuring all lending and insurance are within the bank’s criteria and all sales are properly recorded and authorized in accordance with Credit & Risk policy
Works with consistent accuracy to enable greater efficiency in meeting customer mortgage, secured lending, and insurance needs
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 on training and internal communications
Owns and resolves issues as well as understands how and when to escalate and/or refer a client
Develops and builds effective working relationships with key stakeholders within and outside of the immediate business area
Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
Meet individual and team sales targets


Knowledge & Experience / Qualifications:
Minimum 3 years of experience case managing mortgages, ideally working in mortgage centre
Experience in a call centre environment is an asset
Strong mortgage, secured lending, and insurance product knowledge required
Ability to manage multiple stakeholders
Ability to handle large volumes, tight turnarounds and multiple deadlines
Strong communication (verbal and written), customer service and interpersonal skills in French and English is a must.
Proven ability to sell and meet set sales / performance targets in a sales role
Detailed orientated with good time management and organizational skills
Must be available to work rotating shifts, Monday to Friday from 8AM to 10PM and Saturday 9AM – 8PM. Total work hours per week will be 37.5 hours per week
HSBC Proud

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 Canada 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.