Mortgage Specialist (Bilingual FR & EN)

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 Job Description - Mortgage Specialist (Bilingual FR & EN) (0000D0SL)

Job Description 

Mortgage Specialist (Bilingual FR & EN) : 0000D0SL 


 HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in Canada.  HSBC serves customers worldwide through an international network of around 3,800 offices in 66 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa

We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.   

It’s this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.  


About Retail Banking & Wealth Management


Retail Banking and Wealth Management (RBWM) serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.


Key Objectives for Mortgage Specialist


The Mortgage Specialist will effectively case manage mortgages, secured lending, and insurance through to completion, handling customer expectations at all times with outstanding professionalism and consistency. Listens to the customer and recognises wider financial planning needs and makes referrals to other areas of the bank, where the customer’s needs can be met thereby proactively developing and strengthening customer relationships and in doing so, generating new business in line with HSBC values.


Principle Accountabilities:

  • Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and meeting customer needs
  • Manage multi-channel referrals and handling large volumes of mortgage customer cases simultaneously
  • Achieves satisfactory compliance in the sale of mortgage, secured lending and insurance products
  • Offers value added products and services based on customer needs analysis and ensuring customer understanding of those products
  • Complies with all relevant procedures by ensuring all lending and insurance are within the bank’s criteria and all sales are properly recorded and authorized in accordance with Credit & Risk policy
  • Works with consistent accuracy to enable greater efficiency in meeting customer mortgage, secured lending, and insurance needs
  • An advocate of HSBC values and business principles by putting the customer first and delivering excellent customer service to complex customer calls by keeping up to date on training and internal communications
  • Owns and resolves issues as well as understands how and when to escalate and/or refer a client
  • Develops and builds effective working relationships with 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 sales targets





Knowledge & Experience / Qualifications:

  • Minimum 3 years of experience case managing mortgages, ideally working in mortgage  centre
  • Experience in a call centre environment is an asset
  • Strong mortgage, secured lending, and insurance product knowledge required
  • Ability to manage multiple stakeholders
  • Ability to handle large volumes, tight turnarounds and multiple deadlines
  • Strong communication (verbal and written), customer service and interpersonal skills
  • Proven ability to sell and meet set sales / performance targets in a sales role
  • Detailed orientated with good time management and organizational skills
  • Must 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
  • Understands / speaks second language is an asset

HSBC Proud


In 2017, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine for the seventh consecutive year.


Here are some of the reasons why:

  • Career Development: Within current role, as well as Canadian and international opportunities
  • Company Reputation: Offering prestige, strength, and longevity
  • Business Growth: Underpinned by our drive, and the highest banking standards
  • International Connectivity: Opportunities to build global relationships and professional networks
  • A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
  • Corporate Sustainability:  We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make 

Job Field

 : Retail / Branch Banking

Primary Location

 : North America-Canada-Ontario-Toronto


 : Full-time 


 : Day JobType of Vacancy : Region vacancy

Job Posting

 : 11-May-2019, 02:48:16 

Unposting Date

 : 25-May-2019, 11:59:00  

5 June 2019
Location: Canada Ontario Toronto
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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