Job description

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This is a full-time role. Mortgage and/or Contact Centre experience are not essential, what we’re really interested in is a genuine passion for going above-and-beyond for our customers.

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As a Mortgage Associate, 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 situation and reacting with efficiency, fairness and positivity to maintain our reputation and drive confidence in our mortgage products and services. This is a telephony-based role which will see you answering calls from our customers with a variety of queries about their mortgage journey, this could be starting out on the property ladder or discussing an existing mortgage.

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As a department we are passionate about coaching and developing our people and championing change, collating your ideas and making continuous improvements.

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What will I be doing?

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• Engaging with a wide range of customers over the telephone, using your strong verbal skills to build meaningful relationships.
• Adhering 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
• Responsibility for delivering operational key performance metrics
• Bringing a good sense of fun to the role is essential too

No formal qualifications are required.  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.

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The role holder should have following skills and experience:

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• Customer focused mindset – demonstrating active listening, effective communication and empathy whilst keeping the customer’s needs at the centre.
• Resilience – maintaining performance whilst working in a fast-paced environment.
• Accountability – taking ownership of customer needs and your own personal development.
• Process Adherence and Problem Solving – adhering to procedures and compliance requirements and making sound decisions about when to escalate and when to take ownership.
• Digital Fluency – navigating multiple systems and tools efficiently during live calls, often while engaging in complex conversations.

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This role is a hybrid role based in Maxim.

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