Originates high quality residential first and second lien mortgage loans that meet HSBC's credit, compliance, workflow and other rules and guidelines primarily through third party lead generation efforts, the HSBC retail branch network, the HSBC International banking center, the HSBC public website and landing pages, HSBC Wealth, the HSBC contact center, affinity relationships and telemarketing efforts. Supports all marketing campaigns for lead generation both internal and external.
Exceeds customer expectations (both external and internal) at every touch point (phone, email, chat, etc.)
Fulfilling expressed and unexpressed financial needs of clients, wherever they might be around the world or in life.
Originate complete and accurate mortgage applications
Support all lead generation activities
Develop and maintain long-term customer relationships and referral sources;
Attain and Exceed production goals
Attain all other goals that will change over time (for example, not exceeding fall-out and expense limits, customer service surveys, quality, etc.)
Customers / Stakeholders
Current HSBC customers
New to Bank customers
Referral sources (Branches, Wealth, International, Corporate Partners, Contact Center, etc.)
Operations, Secondary Marketing and other internal HSBC Teams
Leadership & Teamwork
Solicit mortgage applications
Promote and refer cross-sell business to other areas of the Company as appropriate.
Partner with internal colleagues to recognize customer's financial needs as determined by the client profile to refer appropriate financial services including deposit, credit, insurance and investment.
Operational Effectiveness & Control
Originate loans that meet all credit and compliance guidelines at application
Effectively communicate the process to all internal and external customers
Ensure we are presenting options to all customers that best meet the customer's needs
Exceed customer's expectations at every touch point
This role requires the ability to thrive in an extremely fast paced environment.
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.
An incumbent in this job/code is considered 'covered' under the Federal Reserve Bank Guidance on Sound Incentive Compensation Policies. As such, incumbents in the role can expect to abide by the required objective(s) for this role as a means to ensure Risk remains balanced and is managed appropriately.
Minimum of two years proven mortgage sales, processing and/or underwriting experience or equivalent.
Minimum of a high school diploma or equivalent experience.
Well-developed communication and interpersonal skills, as well as highly motivated.
Strong working knowledge of mortgage products, qualification guidelines and mortgage application documentation.
Strong knowledge of secondary market guidelines and compliance requirements.
Strong knowledge with financial products and services as well as pertinent regulations impacting their delivery to customers.
Able to act independently with high degree of professionalism.
Incumbents in this role must successfully register with the Nationwide Mortgage Licensing System Registry (NMLSR) and must obtain a unique identifier through the registry that will be provided to consumers with whom the incumbent interacts. In addition, incumbents in this role must successfully renew their registration with the Nationwide Mortgage Licensing System Registry (NMLSR) annually.
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