Job description

T1 Mortgages – Hamilton/Leeds/Swansea contact centres or Work from Home, Permanent Role GCB 8

Working as a Mortgage Associate in our Mortgage department, you’ll answer calls from our customers with a variety of queries about their mortgage journey.  This could be starting out on the property ladder or adding to an existing mortgage.  You will play a key role in our department having the right conversations to fully understand customer needs. It’s all about taking personal ownership for each customer interaction, understanding their unique situations and reacting with efficiency, fairness and positivity to maintain our reputation and drive confidence in our mortgage products and services.

This is a full time role. Mortgage and Contact Centre experience are not essential. What we’re really interested in is a genuine passion for going above-and-beyond for our customers. Everything else we can teach you!

As a department we are passionate about coaching and developing our people and championing change, collating your ideas and driving them forward.

What will I be doing?

• Engaging with a wide range of customers over the telephone, using your strong verbal skills to build meaningful relationships
• Adhere to call processes, procedures and guidelines
• Delivering outstanding customer service by successfully responding to questions and queries, showing your passion and dedication along the way
• The role holder will be responsible for delivering operational key performance metrics
• Bringing a good sense of fun and humour to the role is essential too

Our Mortgage team are open between 8am and 9pm*, Monday to Saturday and Sunday 9am to 6pm.  There is ample onsite parking.

*Due to COVID19 our opening hours are currently 8am-8pm Monday to Saturday and Sunday 9am to 5pm this is being reviewed regularly.

Requirements

Knowledge & Experience / Qualifications

No formal qualifications are required for the role.  We are looking for people who are driven and want to succeed in their role.   Within Mortgages and HSBC there is scope for you to progress in your career through the business.  We want those who have a passion for helping customer and strive to provide a superior service.

The role holder should have following skills and experience:

• Ability to work in fast-paced environment
• Excellent communication skills
• Effective problem solving ability 

 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 is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions.  HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.