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Customer Experience Management
hace 3 meses
- Portfolio management of lending products (Mortgage, Auto, Payroll and Personal), mainly focusing on:
- Post-sales services for the 4 products to facilitate customers with the processes required once their credit has been acquired, among which Infonavit accessions, delivery of testimonials, account statements, CFDI, prepayments, advance payments, clarifications, complaints stand out., etc.
- Ensure that life and casualty insurance (when applicable) has the best conditions for credit and that the appropriate approvals, processes and locks are in place to safeguard clients and HSBC in the event of claims.
- Follow-up on early collection strategies together with the recovery team
- Implementation of controls and retention processes for clients seeking to make a balance transfer to another institution
- Attention, monitoring and response to control issues in the lending area (BRCM, MSII, audits, regulatory reports, etc.).
Main Responsibilities.
- Post-sales services for the 4 products to facilitate customers with the processes required once their credit has been acquired, among which Infonavit accessions and delivery of testimonials, account statements, CFDI, prepayments, advance payments, clarifications, complaints stand out. , etc.
- Monitoring and administration of the mortgage portfolio (direct origination from the Bank, securitized portfolio, portfolio co-owned with INFONAVIT, portfolio acquired from other commercial partners, etc.).
- In charge of making negotiations with other business partners (such as fintechs, proctechs, etc.) for portfolio purchases.
- Optimization of RWAs of the mortgage portfolio, encouraging INFONAVIT support adhesion programs and optimization of the acquisition of Home Credit Insurance.
- Assurance, monitoring and administration of the portfolio insured against client default.
- Ensure that life and casualty insurance (when applicable) has the best conditions for credit and that the appropriate approvals, processes and locks are in place to safeguard clients and HSBC in the event of claims.
- Follow-up on early collection strategies together with the recovery team
- Implementation of controls and retention processes for clients seeking to make a balance transfer to another institution
- Attention, monitoring and response to control issues in the lending area (BRCM, MSII, audits, regulatory reports, etc.).
- Monitoring and follow-up on issues of claims and accidents of life insurance and damages related to lending products.
- Timely response to internal and external audits.
- Monitoring and solving problems in the mortgage, auto, payroll and personal loan portfolio.
- Interaction with the Portfolio area to detect areas of opportunity (issuance of account statements, functionality of the Kroner system)
- Generation of executive presentations and conferences with the Group, related to its span of control.
Leadership and teamwork
- Able to lead a team, motivate them and together achieve the results required of the team
- Negotiator with internal and external teams, focused on making things happen and contributing
- Maintain close communication with the different internal areas involved, with the network, sales channel to identify what works and what does not work in order to influence the different teams to adopt best practices.
Requirements
Knowledge
- Economic-Administrative Areas / Actuary
- Business Areas, Finance, Processes
- Project management
- 5 years of experience in Banking
- Knowledge of Credit Insurance issues
- Experience in Customer Experience and Sales Quality
- Communication in English language
- Communication and negotiation
- Organization and timely monitoring of projects
- Banking regulations in general and credit regulations in particular
- In-depth knowledge of the competition (market, balance sheets and industry)
- Knowledge and management of LEAP, Kroner, Hogan, Intranet
At HSBC we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect.
HSBC employees act by showing integrity with courage, standing firm in what is right. We are trustworthy, we show different ideas and cultures and we are connected with customers, the community, regulators and each other.
At HSBC we are focused on guaranteeing gender equality and constant training for our employees, as well as protecting their labor and social rights.
"At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care"
