Manager, Mortgage Centre
Hang Seng
Vancouver, British Columbia, Canada, North America
2d ago


HSBC is Canada’s leading international bank there is no one like us in this market.

Our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients.

With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.

HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines : Commercial Banking, Global Banking and Markets, and Wealth and Personal Banking.

It’s through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products.

Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

Principle Accountabilities :

  • Handle the day to day HR (Human Resource) needs of the Mortgage Specialists team
  • Coach, mentor, manage our individual to achieve their optimum performance
  • Achieves satisfactory compliance in the sale of mortgage, secured lending and insurance products
  • Ensure our team offers value added products and services based on customer needs analysis and ensuring customer understanding of those products
  • Complies with all relevant procedures by ensuring all lending and insurance are within the bank’s criteria and all sales are properly recorded and authorized in accordance with Credit & Risk policy
  • Works with consistent accuracy to enable greater efficiency in meeting customer mortgage, secured lending, and insurance needs
  • An advocate of HSBC values and business principles by putting the customer first and delivering excellent customer service to complex customer calls by keeping up to date on training and internal communications
  • Manage and resolve escalated customer concerns and complaints and use appropriate business judgement, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business
  • Develops and builds effective working relationships with key stakeholders within and outside of the immediate business area
  • Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
  • Meet individual and team sales targets
  • Be a strong leader amongst the team members, providing leadership through coaching, best practice sharing, mentoring and process improvements
  • Qualifications

    Knowledge & Experience / Qualifications :

  • Minimum 10 years of experience case managing mortgages, ideally working in mortgage centre
  • Experience in a call centre environment
  • Strong mortgage, secured lending, and insurance product knowledge required
  • Ability to manage multiple stakeholders and build relationships across multiple departments
  • Ability to handle large volumes, tight turnarounds and multiple deadlines
  • Strong communication (verbal and written), customer service and interpersonal skills
  • Proven ability to sell and meet set sales / performance targets in a sales role
  • Detailed orientated with good time management and organizational skills
  • Ability to complete complex mortgage transactions
  • Strong coaching skills with the ability to assist Mortgage Specialist with escalations or complex transactions
  • Must be available to work rotating shifts, Monday to Friday from 8AM to 10PM and Saturday 9AM 8PM. Total work hours per week will be 37.5 hours per week
  • Understands / speaks second language is an asset
  • HSBC Proud

    As a business operating in markets all aroundthe world, we believe diversity brings benefits for our customers, our businessand our people.

    This is why HSBC Canada is committed to being an inclusiveemployer and encourages applications from all suitably qualified applicantsirrespective of background, circumstances, age, disability, gender identity,ethnicity, religion or belief and sexual orientation.

    We’re doing our part to safeguard our customers and employees health, and taking extra steps to reduce the spread of COVID 19, including :

  • Enhanced daily cleaning to all our branches, with increased attention to high-touch areas
  • Personal protective equipment and hand sanitizers provided throughout our branches
  • Plexiglass shields at every counter
  • Floor markings to help customers keep social distance when lining up
  • Adherence to self-isolation requirements per government guidelines
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