Mortgage Retention Manager

HSBC Holdings plc; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

HSBC Holdings plc in Singapore seeks a Mortgage Retention Manager to provide accurate advice to existing mortgage customers, verify customer identity in line with internal and external policies, and keep up to date with package changes to ensure compliant, high‑quality service.

The role requires a Degree or Diploma and at least 3 years in mortgage products, plus strong communication and negotiation skills, a pleasant manner, resilience under stress, and comfort conducting face‑to‑face meetings

Qualifications

• Degree or Diploma with minimum 3 years in mortgage products.
• Outspoken with strong communication and negotiation skills.
• Pleasant personality and ability to handle stress.
• Confident in face-to-face meetings with customers.
• Ability to hold in-depth conversations on mortgage matters.

Responsibilities

• Provide accurate advice and solutions to existing mortgage customers.
• Verify customers in accordance with policies before sharing information.
• Stay updated on package changes to ensure compliant service.
• Provide timely feedback to Team Head on issues/patterns.
• Own calls to probe and investigate customer inquiries.
• Understand needs and refer potential customers to sales managers.
• Handle repricing, loan extension requests, redemption and related inquiries; meet customers face-to-face when requested.
• Prepare monthly MAS profile for submission via Risk Team.

Skills

Communication skills

Negotiation

Customer meetings

Stress resilience

Mortgage knowledge

Education

Degree / Diploma

Job description

In International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking a high calibre professional to join our team as aMortgage Retention Manager.

In this role you will:

• Provide accurate and relevant advice and solution to existing mortgage customers.
• Ensure proper verification of customers is performed in adherence to internal and external policies and guidelines before revealing customers’ information.
• Keep up to date with changes in packages and benefits offered, to guidelines, policies and regulations to ensure quality service and compliance.
• Timely feedback to Team Head on issues/patterns encountered. .
• Ownership of call to probe and investigate on customer’s enquiry before escalating call.
• Understand customers’ needs and refer potential customers to sales managers.
• Perform repricing and loan extension requests, handle redemption and other mortgage enquiries etc for existing customers, face to face meetings with customers upon request
• Prepares monthly MAS profile survey for Team Head to check and endorse for submission to MAS via Risk Team.

To be successful you will need:

• A Degree / Diploma with minimum of 3 years of relevant working experience in mortgage products.
• Outspoken with strong communication and negotiation skills.
• Pleasant personality.
• Able to handle stress.
• Confident to handle face to face meetings with customers
• Ability to hold in depth conversations with customers regarding mortgage related matters

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.