Mortgage Associate

Redefined; Motherwell; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent financial services company in Motherwell is looking for a Mortgage Associate to join their team. This full-time role focuses on providing outstanding customer service through phone interactions, helping clients with their mortgage queries. Candidates should possess a customer-focused mindset and be resilient. The position offers a hybrid working model, fostering career growth within the organization. If you’re passionate about service and development, this could be the ideal opportunity for you.

Qualifications

• Active listening and effective communication skills.
• Ability to maintain performance in a fast-paced environment.
• Ownership of customer needs and personal development.

Responsibilities

• Engage with customers over the telephone to understand their needs.
• Adhere to call processes and deliver outstanding customer service.
• Take ownership of customer queries and assist with mortgage-related questions.

Skills

Customer focused mindset

Resilience

Accountability

Process Adherence

Digital Fluency

Job description

At HSBC Mortgages we are currently looking for people to join the team who have a passion for helping customers and really strive to provide a superior service.

This is a full-time role. Mortgage and/or Contact Centre experience are not essential, what we’re really interested in is a genuine passion for going above-and-beyond for our customers.

As a Mortgage Associate, you will play a key role in our department having the right conversations to fully understand customer needs. It’s all about taking personal ownership for each customer interaction, understanding their unique situation and reacting with efficiency, fairness and positivity to maintain our reputation and drive confidence in our mortgage products and services. This is a telephony-based role which will see you answering calls from our customers with a variety of queries about their mortgage journey, this could be starting out on the property ladder or discussing an existing mortgage.

As a department we are passionate about coaching and developing our people and championing change, collating your ideas and making continuous improvements.

What will I be doing?

• Engaging with a wide range of customers over the telephone, using your strong verbal skills to build meaningful relationships.
• Adhering to call processes, procedures and guidelines.
• Delivering outstanding customer service Themen durch erfolgreiches Bemitlechten Fragen und Anfragen, showing your passion and dedication along the way

Our Mortgage team is open between 8am and 8pm, Monday to Friday, Saturday and Sunday 9am to 5pm. There is onsite parking.

No formal qualifications koron. We are looking for people who are driven and want to succeed in their role. Within Mortgages and HSBC there is scope for you to progress in your career through the business.

The role holder should have following skills and experience:

• Customer focused mindset – demonstrating active listening, effective communication and empathy whilst keeping the customer’s needs at the centre.
• Resilience – maintaining performance whilst working in a fast-paced environment.
• Accountability – taking ownership of customer needs and your own personal development.
• Process Adherence and Problem Solving – adhering to procedures and compliance requirements and making sound decisions about when to raise and when to take ownership.
• Digital Fluency – navigating multiple systems and tools efficiently during live calls, often while engaging in complex conversations.

This role is a hybrid role based in Maxim Park, Motherwell.

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, 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 neuro‑divergent candidates who meet the minimum criteria for the role.