Mortgage Advisor, Puchong

Job Description

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance.

We are currently seeking ambitious individuals to join our International Wealth and Personal Banking (WPB) team in the role of Mortgage Advisor working together with colleagues to display HSBC Values and achieve Vision to become the world’s leading international Bank.

Impact on the Business

• Achieve performance expectations and contribute towards the mobile sales’ business and bottom line, in line with the IWPB strategic direction.
• Building a high-performance sales culture and execute tactical action plans and sourcing potential clients for new business opportunities to grow affluent segments customer
• Accelerate business growth and enhance customer experience by conducting impactful client presentations and fostering relationship with high-potential customers
• Act as the governance point for mortgage cases referred by agency, ensuring end-to-end case quality, completeness of documentation and adherence to required processes and controls.
• Conduct consistent agency visits to deliver briefings and refresh campaign updates.

Customers / Stakeholders

• Ensure customers receive fair outcomes through needs-based conversations, clear product explanations and responsible sales behaviour.
• Manage escalated complaints and service issues within required timelines and standards; ensure accurate documentation, root-cause feedback and appropriate follow-through.
• Maintain personal conduct aligned to HSBC Values and Code of Conduct; intervene and escalate where customer harm, mis-selling or misconduct risk is identified.

Operational Effectiveness & Control

• Safeguard the Bank from loss and protect HSBC’s reputation by maintaining effective processes and controls across the sales and application journey.
• Identify, mitigate and escalate operational, conduct, fraud, financial crime and reputational risks promptly; ensure issues are tracked to resolution.
• Ensure adherence to Malaysia regulatory expectations (as applicable to role activities), including responsible selling, fair treatment of customers, data confidentiality and proper record keeping.
• Support the orderly and transparent operation of financial markets by acting with integrity and avoiding conflicts of interest; escalate potential market conduct concerns.

Leadership & Teamwork

• Maintain effective working relationships with branches, internal product partners, credit/operations, and relevant external stakeholders to deliver shared outcomes.
• Role-model Equality, Diversity and Inclusion in all interactions; build an inclusive environment for colleagues and customers.

Requirements

Essential

• 3–5 years’ experience in banking sales, preferably mortgages
• Strong stakeholder management skills, able to partner with internal teams and external introducers/agents to generate referrals
• Strong governance and attention to detail—able to follow, document and complete end-to-end sales processes accurately
• Proven ability to deliver tactical sales plans, with good problem-solving skills
• Self-driven and able to work independently, with a results-focused mindset
• Comfortable working across multiple teams and external parties (e.g., business partners and, where relevant, regulators/industry bodies)

Desired

• Track record of building long-term partnerships that generate referrals and support business growth