Mortgage Disclosure Desk Team Manager - HSBC - Depew, New York - EXPIRED
Posted on: 03-11-2020 in Depew, New York
This is an archive of an expired job.
Job Information:
Company: HSBC
North America-United States-New York-DEPEW
- Coach,
motivate and lead a team to deliver excellent customer service to a wide range
of HSBC RBWM local and international customers (whille ensuring the cost
effectiveness of the operation).
- Recruit,
develop and lead a team to handle all functions and regulations related to
Disclosure Desk.
- Deliver
upon quantitative and qualitative key performance indicators, in line with our
business strategies and regulatory requirements (scorecard).
- Continually
review and understand work practices and policies to ensure ongoing audit and
risk standards are met.
- Ensure
fair outcomes for customers are delivered in all situations.
- Manage
a Disclosure Desk team. Manage people.
Impact on the Business
- Oversee
the preparation of intial and change circumstance disclosures and ensure
delivery is within regulatory timeframe. Demonstrate total understanding of the
Loan Estimate.
- Oversee
fee analysis and demonstrate total understanding of estimated fees and fee
tolerances.
- Ensure
disclosure packagess are sent accurately to support TRID regulations. Ensure
the team meets all performance targets including standards in quality.
- Analyze
and interpret complex data and make high quality and timely decisions.
- Effectively
communicate all operational requirements and changes to team members.
- Lead
the team to achieve published standards and other key performance indicators
(attendance, revenue, retention, service levels, operational risk, etc).
- Ensure
that the team meets all performance targets including standards in quality and
productivity.
- Ensure
team is abiding by first call resolution in alignment with global standards to
promote customer satisfaction.
- Escalate
/ proactively manage service levels at times of increased service pressure.
- Lead
and participate in various projects/initiatives to drive process improvements
and department efficiencies.
Customers / Stakeholders
- Mortgage
Retail Sales
- Mortgage
Direct
- Mortgage
Business Development and Customer Acquisition
- Credit
risk – RBWM
- BRCM
and Compliance functions supporting RBWM
- Underwriting
Quality Control - RBWM
- Private
Bank Mortgage team – sales and credit
- Key
vendors supporting Mortgage Loan Originations at HSBC
- Third
Party Management function in HSBC
- Head
of Mortgage and Mortgage Leadership Team
Leadership & Teamwork
- Lead
and develop an effective team through communication, performance management,
development plans and reward/recognition practices.
- Promote
an environment that supports diversity and reflects the HSBC brand
- Provide
clear performance management for direct reports and coaching on managing teams.
Operational Effectiveness & Control
- Identify
opportunities and drive change through the organization.
- Ensure
Disclosure Desk operations are delivered to Group standards, resolving local
issues and anomalies.
- Ensure
compliance with regulatory procedures and management and timely implementation
of key audit recommendations.
- Complete
other responsibilities, as assigned.
Major Challenges
- Deliver
desired outcomes – positive customer experience, reduced cost per loan, increased
through-put, regulatory compliance
- Ensure
compliance in a complex environment with demanding internal standards, multiple
internal control functions and multiple government regulators.
- Completing
multiple tasks under aggressive time constraints while making accurate
decisions with a sense of urgency.
Role Context
- Working
with a wide range of direct and functional areas to manage Disclosure Desk
team.
- Close
collaboration with mortgage management team, RBWM Credit risk, Legal and
Compliance to constantly execute operations and meet our customer needs.
Management of Risk
- Ensure
compliance, operational risk controls in accordance with HSBC or regulatory
standards and policies; and optimize relations with regulators by addressing
any issues.
- Remediate
Audit Findings and Regulatory Matters Requiring Attention (MRAs). Ensure Compliance with related Consent orders
(i.e. AML, Know Your Customer (KYC)/Customer Information Profile (CIP),
Mortgage Electronic Registration Systems (MERS), Affidavit and Notary
Compliance, risk assessments and control monitoring.
- Ensure
employees apply compliance, operational risk controls in accordance with HSBC
or regulatory standards and policies; and optimize relations with regulators by
addressing any issues., The physical demands/work environment described above
are representative of those that must be met by an employee to successfully
perform the essential duties of the job. Reasonable accommodations may be made
to enable individuals with disabilities to perform essential duties.
- Physical
Demands/Work Environment: Very good working conditions. Little or no physical
demands. Minimal handling of light materials.The physical demands/work
environment described above are representative of those that must be met by an
employee to successfully perform the essential duties of the job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
essential duties.
Observation of Internal Controls
- Maintains
HSBC internal control standards, including timely implementation of internal
and external audit points together with any issues raised by external
regulators.
- Disclosure/TRID experience as well as
knowledge of Mortgage systems (both LOS and Image)
- Minimum of 5-10 years proven bank, mortgage
business, mortgage systems related experience or equivalent.
- Minimum of bachelor’s degree in business,
related field or equivalent experience.
- Proven management, communications,
organizational, analytical, administrative, problem-solving, project management
and interpersonal skills.
- Proficiency with personal computers as well
as pertinent HSBC systems and software.
- Ability to effectively lead/manage a team.
- Ability to meet project deadlines and
objectives independently and within the team.
EEO/AA/Minorities/Women/Disability/Veterans
If you would like to notify the Diversity Recruitment team of your application or if you are simply interested in learning about opportunities at HSBC, please email
[email protected]