Retail Service Officer UAE National Role

Some Careers Shine Brighter Than Others.

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

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help 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 support individuals, families, business owners, investors and entrepreneurs around the world.

The Retail Service Officer (Mortgage) is responsible for managing mortgage applications in strict accordance with HSBC’s business, operational, and compliance standards. This role requires a comprehensive understanding of mortgage and home loan processes, including all transaction types and associated documentation. The officer will act as a key liaison between customers, internal teams, and external partners to ensure a seamless, end-to-end mortgage journey.

In This Role, You Will

• Application Management: Review and process mortgage applications, ensuring accuracy and completeness. Resolve discrepancies prior to final approval and maintain compliance with all relevant policies and procedures.
• Stakeholder Collaboration: Work closely with internal teams (Sales, Service, Operations, Product, Contact Centre, Registration) and external partners such as insurance companies, brokers, agents, other banks, land departments, trustees, etc. to ensure timely completion of all home loan-related tasks.
• Customer Service Excellence: Deliver exceptional service by addressing complex and escalated mortgage-related queries, complaints, and requests through multiple channels (calls, emails, face-to-face). Ensure all customer interactions are handled promptly, accurately, and professionally. Ensure all customer requests are actioned with SLA, checked for accuracy and completeness prior to sending these for further action. Continuously analyze & improve the quality of customer service provided to our customers, and internal stakeholders.
• Issue Resolution & Follow-Up: Take a proactive approach to resolving customer instructions, queries, and complaints. Ensure effective follow-up on ongoing investigations and maintain clear communication with all stakeholders.
• Continuous Improvement: Regularly analyze service quality and identify opportunities to enhance customer experience and internal processes. Uphold productivity and quality standards in alignment with business objectives.
• Sales Support: Provide support to Sales team, Service team and other stakeholders to complete the end to end mortgage (home loan) application journey and related tasks. Identify and maximize sales opportunities while maintaining a customer centric approach.
• Reporting: Prepare and maintain management information (MI) reports related to daily activities and performance metrics.
• System Proficiency: Demonstrate proficiency in internal systems such as HUB, SFE, GWIS/IQueue, and MMX (for internal candidates).
  
  

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

• Proven experience in managing customer interactions via email, phone, and in-person meetings.
• Prior experience with UAE mortgage or home loan processes is a plus.
• Excellent verbal and written English communication skills.
• Strong customer focus with a commitment to delivering best-in-class service.
• Ability to multitask and adapt between front-office and back-office responsibilities. Should be a team player and willing to work within teams in a collaborative manner.
• A graduation degree is essential for obtaining a UAE visa and/or 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.

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