Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.
The Mortgage Experience Manager will manage a team of 20 Mortgage Experience Associates and be responsible for supporting our Mortgage Originations Team across US Wealth Personal Banking network, focusing on our customers’ mortgage experience and delivering world class service to our high net worth, mass affluent, globally mobile international, and domestic clients. This role is responsible for interaction and collaboration with Mortgage Sale Managers, Underwriting, Fulfillment, Closing, Quality Control and Post -Closing.
As our Mortgage Experience Manager you will:
Ensure MEA teams effectively support Mortgage Sales and our customers, in preparing quality loans for submission and loan approval. Work together as one team with Underwriting, Fulfillment and Closing to enhance the customer journey with ease speed
Prioritize workflow/pipeline for MEA team to meet deadlines and ensure proper coverage for Sales team
Proactively follow up on MEA teams’ assigned tasks to ensure completion in timely manner
Continually review and understand work practices and policies to ensure ongoing audit and risk standards are met
Proactive pipeline management for the team to ensure all client contractual closing date and rate locks are met
Ensure MEA team meets all established service level agreements (SLA) and Net Promoter Scores (NPS)
Review NPS survey details and mortgage origination complaints for future escalation and risk management
Meet with business and/or functional management to discuss and respond to their needs for technical and/or operational support. Develop related plans, and timeframes as appropriate
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
For this role, HSBC targets a pay range between $105,400.00 and $158,100.00
The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.
At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.