Mortgage Service Manager UAE National

Mortgage Service Manager (UAE National) 19842

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HSBC International Wealth and Premier Banking aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We provide a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Duties & Responsibilities

• 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
  
  

Experience & Qualifications

• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit
• 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.
  
  

For further details and application information please visit our careers site, searching under reference number.

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. 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

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