Mortgage Service Manager (UAE National)

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If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

In this role, you will:

• Take lead in effectively responding to inbound Home Loan/ Mortgage related complex queries and complaints received from customers through service channels within defined SLAs. Support the frontline team to in handling queries and complaints raised on MMX. Work closely with the team and stakeholders to ensure all cases are resolved in a timely manner and FCR (First Contact Resolution) target is achieved daily. Ensure timely and effective follow up on ongoing investigations, customer instructions, queries, and complaints for Home Loans/ Mortgages
• Manage a medium sized team of individuals who are responsible for Mortgage customer service, sales lead management, loan amendments and modifications, handle escalated complaints to ensure a satisfactory resolution.
• Ability to perform and provide high level quality checking on customer mortgage applications, following through to end resolution of Home Loan disbursement by way of customer and stakeholder engagement.
• Ability to multitask between different service functions based both in front facing role in Branches and in back-office role.
• Analytical skills are essential to complete tasks related to Sales enablement including completing complex Customer Due Diligence checks on individuals and companies selling properties.
• Ability to engage with clients both verbally (English and Arabic preferred) and in writing for home loan retention cases to ensure fair outcomes are provided.
• Ensure timely execution of assigned tasks and duties related to home loans/mortgages
• Work closely with Home Loan Sales and Service team and all stakeholders to streamline process, best utilisation of resources, timely execution of home loan applications, customer instructions, actively participate and contribute to various working groups, project and mortgage related tasks.
• To build, maintain, analyse and produce all relevant Management Information for stakeholders. Ability to swiftly produce ad hoc MIs as per business requirements.
• Conduct regular feedback and training sessions with the service, sales team to improve staff efficiency and knowledge
• Build and maintain good relationships with the team and stakeholders to provide excellent service to customers. Establish a customer centric approach within the team and a culture of cross training staff for various activities.
• Represent Home Loan service team during audits, performance reviews and working groups
• Support other managers and colleagues and manage tasks and responsibilities during leave of absence

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

• At least two years of work experience and in-depth knowledge of home loans/ mortgages and customer service experience is a must
• People and Team management experience
• High levels of customer service and customer facing experience.
• Fluent in verbal and written communication in English.
• Effective communication and negotiation skills (written & verbal)
• Proven track record of successfully operating in sales & service driven environment.
• Excellent communication skills required to communicate with customers and stakeholders via calls, emails and face to face meeting to resolve complex and escalated Home Loan/ Mortgage related complaints, queries, or any other matters related to Home Loan/ Mortgages.
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)

You’ll achieve more at HSBC.

HSBC is 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 believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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 The Hong Kong and Shanghai Banking Corporation Limited.