Customer Service Officer - Mortgage Associate

T1 Mortgages – Hybrid role based in contact centres for a minimum of 2 days a week, Permanent Role

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.

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

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 2078328500.

Within the workplace 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 processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.