Unit Manager Mortgage Customer ServicePosted: October 18, 2009
Make the Right Move and join a winning team! Build your career with us. HSBC - North America is part of HSBC Group, one of the largest banking and financial services organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities. Manages the delivery of high quality customer service to current and potential Company customers to attract, retain and expand account relationships within a large or more complex team of Mortgage Banking. Manage the delivery of high quality sales and customer service activities within a large or more complex team of Mortgage Banking to attract, retain and expand account relationships with current and potential customers; ensure activities comply with established policies and regulatory standards. Analyze various reports and statistics on capacity, projects and programs to develop recommendations for future activity and provide input into the annual planning process. Ensure resources are adequately staffed to achieve service standards during business hours. Lead and develop an effective team through communication, performance management, development plans and reward /recognition practices. Cultivate an environment that supports diversity and reflects the HSBC brand. Responsible for the direction and training of subordinate supervisors concerning customer service polices and applications. Allocate and coordinate resources and handle personnel-related issues within parameters of firm and division policy. Support the development and enhancement of training programs for personnel. Complete other responsibilities, as assigned. Ensure efficiency in providing quality service, increase account retention, increase sales and sales referrals and enhance profitability. Manage identification and implementation of procedural changes within assigned team to improve productivity and enhance service quality. Support strategic initiatives and ensure activities under management effectively integrate market plans. Recommend modifications to campaigns and procedures as appropriate. Customer Service Telephone - manages responding to inquires related to mortgage and home equity products including fixed rate, adjustable rate, buy downs, balloons and other products. Ensures quality service to attract, retain and expand customer relationships. Forecasts call volume and schedules appropriate HBUS and HDPI staff to achieve welcome call penetrations for new borrowers while maintaining desired inbound call service levels. Coach supervisors and staff to ensure continuous delivery of quality service. Serves as voice of customer by recognizing customer/portfolio issues; recommends corrective and preventative procedural changes. Customer Service Quality - manages quality monitoring and coaching of Customer Service Telephone Representatives. Manage customer satisfaction surveys, data analysis and call center reporting, including identifying trends and issues, making recommendations and implementing changes to procedures. Provide on-going coaching of staff to ensure delivery of quality service. Serves as voice of customer by recognizing customer/portfolio issues; recommends corrective and preventative procedural changes. Customer Service Research - manages all customer correspondence, whether paper or electronic. Handle all executive and regulatory complaints, interacting with all Mortgage Corporation senior management. Provide on-going coaching of staff to ensure delivery of quality service. Serves as voice of customer by recognizing customer/portfolio issues; recommends corrective and preventative procedural changes. Tracks issues and ensures managers of impacted areas follow through on suggested procedural changes. Special Loans - coordinates Special Loans department servicing activities and manages the departments dedicated phone inquiry line. Seeks to minimize associated risks and maximize profitability through expense control and compliance to all Federal, state and investor regulations. Forecasts call and work volumes to appropriately staff HBUS and HDPI to maintain production and service levels. Provide on-going coaching of staff to ensure delivery of quality service. Serves as voice of customer by recognizing customer/portfolio issues; recommends corrective and preventative procedural changes. Private Banking Servicing - services and assists in expanding account relationships with HSBCs Private Bank. Manage all aspects of providing these high-end customers with superior service, facing off with customer business managers and relationship managers to resolve issues and ensuring compliance with all pertinent regulations. Provide on-going coaching of staff to ensure delivery of quality service. Serves as voice of customer by recognizing customer/portfolio issues; recommends corrective and preventative procedural changes. Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Promote an environment that supports diversity and reflects the HSBC brand. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Basic Qualifications: * Knowledge of pertinent Company products, services, processes, operations and regulations impacting the businesses * Minimum of seven years proven and progressive customer service experience or equivalent, including a minimum of three years proven supervisory experience or equivalent * Proven managerial, planning, communications, problem-solving and customer service skills * Proficiency with personal computers as well as pertinent mainframe systems and software packages * Thorough understanding of the customer service concept and its importance in maintaining and expanding account relationships Please refer to job code 83856 when responding to this ad.
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