Depew, New York

At HSBC, the health and well-being of our employees remains of utmost importance. Many of our roles are permitted to work from home (in states in which HSBC is licensed to operate) until further notice. Upon resumption of normal operations, this role may be performed at our Depew, New York office.

  • Deliver excellent customer service to a wide range of HSBC WPB local and international customers (whille ensuring the cost effectiveness of the operation).
  • Handle all functions and regulations related to mortgage service desk..
  • Deliver upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (scorecard).
  • Continually review and understand work practices and policies to ensure ongoing audit and risk standards are met.
  • Ensure fair outcomes for customers are delivered in all situations.

Impact on the Business
  • Effectively provide front line and operations support as Service Desk during main operating windows
, i.e. 8am - 8pm ET.
  • Provision access timely to all mortgage systems (LOS, Appraisal, Title etc.)
  • Support change control process and change control schedules for multiple vendors
  • Resolve problems presented to the Service Desk following proper escalation procedures for resolution.
  • Participate in projects to support the mortgage business.
  • Perform system testing to support mortgage projects/initiatives/changes
  • Achieve published standards and other key performance indicators (attendance, revenue, retention, service levels, operational risk, etc).
  • Meet all performance targets including standards in quality and productivity.
  • Abide by first call resolution in alignment with global standards to promote customer satisfaction.

Customers / Stakeholders
  • Mortgage Retail Sales
  • Mortgage Direct
  • Mortgage Business Development and Customer Acquisition
  • Credit risk - WPB
  • BRCM and Compliance functions supporting WPB
  • Underwriting Quality Control - WPB
  • Private Bank Mortgage team - sales and credit
  • Key vendors supporting Mortgage Loan Originations at HSBC
  • Third Party Management function in HSBC
  • Head of Mortgage and Mortgage Leadership Team

Leadership & Teamwork
  • Plan and prioritize work appropriately considering importance, urgency, customer and business impact.
  • Deliver excellent customer service .
  • Champion and embrace change and innovation
  • Demonstrate ownership and common sense with all that you do, sharing best practice.)
  • Communicate the HSBC vision, values and goals to others clearly and consistently.

Operational Effectiveness & Control
  • Maintain highest standards of risk management, control and compliance.
  • Reduce overall operating losses and credit risk within management control.
  • Maintain KYC standards.
  • Implement and apply the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximize integration, effectiveness and efficiency.
  • Communicate and embed HSBC policy and procedures in order to ensure good operational, financial and project management, policy and procedural compliance and early identification and effective resolution or escalation of issues that arise.
  • Provide timely, accurate, quality information to stakeholders to meet business and regulatory requirements.

Major Challenges
  • Deliver desired outcomes - positive customer experience, reduced cost per loan, increased through-put, regulatory compliance
  • Ensure compliance in a complex environment with demanding internal standards, multiple internal control functions and multiple government regulators.
  • Completing multiple tasks under aggressive time constraints while making accurate decisions with a sense of urgency.

Role Context
  • Working with a wide range of direct and functional areas
  • Close collaboration with mortgage management team, WPB Credit risk, Legal and Compliance to constantly execute operations and meet our customer needs.

Management of Risk
  • Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues.
  • Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials.The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Observation of Internal Controls
  • Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.


Qualifications

Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions

This position requires an individual with:
  • Experience in a customer service / call center team, use of call management software / too
  • Knowledge of Mortgage business / mortgage systems (i.e. Mortgage Cadence, Roostify
  • Experience with information security and/or user account access management
  • Experience creating and updating procedures, procedure / knowledgebase management
  • Proficiency with personal computers as well as pertinent HSBC systems and software
  • Knowledge of Microsoft Office, Sharepoint, other HSBC standard software applications
  • Minimum of associate's degree in business, management information systems, related field or equivalent experience

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Depew, New York

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 64 countries and territories.

 

Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to realise your ambitions. Come and work with us and you'll have opportunities to make connections all over the world and help build the bank for the future.

 

If you would like to notify the Diversity Recruitment team of your application or if you are simply interested in learning about opportunities at HSBC, please email diversity.recruiting@us.hsbc.com.

 

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