Broker Support Officer

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

The role of the Broker Support Officer is to provide a best in class telephony experience for HSBC’s Intermediary partners. In addition to this the role holder will be maintaining and identifying existing and new relationships with our partners. The growth element of the role is particularly important to ensure mortgage lending opportunities within identified third party accounts are achieved.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

• Provide high quality inbound telephony support to HSBC’s Intermediary partners to establish new and enhance existing relationships. Clearly articulating the HSBC process, policies and technical systems to Brokers.
• Communicate effectively and work well with other key stakeholders that impact the client’s experience of HSBC; in order to ensure a consistent approach and application of Premier standards.
• Ensure all processes and procedures are accurate and in accordance with HSBC Bank credit and mortgage policy standards and regulatory requirements.
• Comply with local regulations in all aspects of strategy, processes, client correspondence, administration, and complaint handling.
• Deliver superior service under challenging workload of call volumes, ensuring every customer has an exceptional experience.

• Experience with in mortgages or underwriting would be preferable.
• Excellent written and spoken communication skills to drive meaningful engagement with our broker partners.
• Proven experience in resolving challenges and delivering against time pressurised tasks.
• An ability to manage multiple demands, demonstrating a flexible approach in prioritising key tasks.
• A proven track record in delivering excellent customer service within a frontline role and proactively looking for innovative ways to improve the service delivered to customers.

This is a hybrid role and can be based in either Sheffield, Leeds, Maxim Park, Swansea

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.