Mortgage Support Officer - Guernsey

We are currently seeking an experienced individual to join this team in the role of Mortgage Support Officer.

The role of the Mortgage Support Officer is to manage the relationship between the Guernsey Bailiwick branches working directly with clients, their solicitors and internal colleagues. The role holder will provide administrative support and pipeline management for the Expat mortgage and lending referrals. They will coordinate all mortgage and lending leads for Expat and manage the tracking and sales process from the mortgage being approved through to the customer purchasing their home or fulfilling a secured or unsecured tailored lending option for the clients’ individual needs.  The role holder will be trained to handle contact from customers across multiple products and propositions and will be responsible for the detailed end to end processing of all new lending requests as well as the ongoing management of all loans and mortgages held within CIIOM and Expat.

In this role, you will:

• Maintain strong pipeline management – being able to follow through the end to end mortgage and lending processes
• Responsibility for customer satisfaction and retention
• Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same
• Listen to the customer and establishes needs to offer relevant products, services and solutions. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution
• Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities

To be successful in this role you should meet the following requirements:

• Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible
• Has a strong eye for detail: creating technical documents and processing vital transactions
• Delivers what is promised in line with customer expectations and keeps customer informed at all points
• Provides excellent customer service to medium complexity customer contacts
• Keeps up to date on all training and relevant internal communications
• Generating customer loyalty through strong knowledge of key products and services
• Owns and resolves issues and understands how and when to escalate
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
• Individuals are responsible for their own effectiveness, development and results. Specialist or Subject Matter Experts, where matrix management and understanding of Group strategy is expected. Their contribution is often as a technical/professional specialist in their field
• Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making
• Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role
• Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500