Team Lead, Mortgage Broker Channel - Toronto, Canada - HSBC

HSBC
HSBC
Verified Company
Toronto, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description
Opening up a world of opportunity.


We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.


We're here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

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.


About the role:

Responsibilities:


  • Completes Welcome Calls to new HSBC clients, identifying possible additional financial needs and completing referrals to local branches
  • Achieves minimum broker / customer satisfaction scores
  • Ensure the team offers value added service based on individual broker and customer needs, acting as a liaison between Broker and HSBC to keep parties uptodate on progress, informed of changes and delivering on expectations
  • Complies with all relevant lending processes and procedures and Credit & Risk policy
  • Works with consistent accuracy to enable greater efficiency in meeting broker / customer mortgage needs, and identifies and voices process improvement opportunities
  • Handle the day to day HR (Human Resource) needs of the Broker Care team
  • Coach, mentor, manage team members to achieve their optimum performance
  • An advocate of HSBC values and business principles by putting the customer first and delivering excellent customer service to complex customer needs by keeping up to date on training and internal communications
  • Manage and resolve broker 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 mortgage brokers and 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 performance targets and service expectations
  • Be a strong leader amongst the team members, providing leadership through coaching, best practice sharing, mentoring and process improvement
Requirements

  • Minimum 5 years of experience case managing mortgages, with deep understanding of the home buying and refinancing process and industry
  • Management experience of a high performing team of at least 5 team members
  • Strong mortgage and secured lending product knowledge required
  • Ability to manage multiple stakeholders and build relationships across multiple departments
  • Ability to handle large volumes, tight turnarounds and multiple deadlines, and appropriate delegate workloads to achieve the correct outcome
  • Strong communication, customer service and interpersonal skills
  • Proven ability to meet set performance targets in a sales role
  • Detailed orientated with good time management and organizational skills
  • Ability to complete and advise / support complex mortgage transactions
  • Strong coaching skills to support dual teams with tailored objectives, and to onboard and train new staff
  • May need to 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
HSBC Proud

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.


If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest.

We are always looking for people with purpose and ambition who can help build the bank for the future.
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