Lending Systems Support Specialist

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open new kinds of opportunity for our more than 40 million customers. We’re bringing 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 a Lending Systems Support Specialist, you will deliver front-line support, ensure timely access to all lending systems, and resolve issues in line with escalation procedures. You will contribute to change control processes, participate in business projects, and conduct system testing to support operational excellence and compliance with performance standards. Additionally, you will maintain up-to-date procedures, prioritize first call resolution, and adhere to information security and user access

As our Lending Systems Support Specialist, you will:

• Provide prompt and professional front-line support to internal and external Mortgage stakeholders
• Provision and manage user access to all lending systems, including Point of Sale, Loan Origination System, and other HSBC and vendor platforms in a timely manner
• Resolve Service Desk issues efficiently, following established escalation procedures when necessary
• Support the change control process and maintain change control schedules for multiple Mortgage vendors
• Participate in projects and initiatives to enhance Mortgage business operations and system functionality
• Conduct system testing to validate changes, upgrades, and new implementations within Mortgage platforms
• Achieve and maintain published standards and key performance indicators, including service levels and operational risk targets
• Ensure first call resolution is prioritized and aligned with Service Desk best practices
• Create, update, and manage procedures and knowledge base documentation for Mortgage systems and processes
• Adhere to information security protocols and user account access management requirements to safeguard sensitive data
• Implement and design documents and controls across our Lending platforms, working closely with the business, and following internal processes. Track hours monthly for all document-related changes and enhancements

You’ll likely have the following qualifications to succeed in this role:

• Experience providing first line user support, assisting end users with technical issues and troubleshooting via phone, email, or ticketing systems
• Understanding of the mortgage industry and mortgage systems such as Mortgage Cadence and Cotality
• Background in information security and/or managing user account access
• Demonstrated ability to develop, revise, and manage procedures and knowledgebases
• Proficient in using personal computers, as well as relevant HSBC systems and applications
• Skilled in Microsoft Office, Jira/Confluence, and other standard HSBC software solutions
• Holds at least an associate’s degree in business, management information systems, or a related field, or possesses equivalent professional experience

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.