HSBC

3 days ago

Mortgage Service Manager (UAE National) (Dubai, Dubai, AE, -)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead end-to-end mortgage service for complex home loan queries and complaints, ensuring timely follow-up, high first-contact resolution, and SLA adherence. Manage a medium-sized mortgage customer service team covering sales lead management, loan amendments, and escalated complaint resolution. Perform quality checks on mortgage applications through disbursement, produce management information, and run feedback/training to improve efficiency and knowledge across service and sales stakeholders.

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Manager level

Key Responsibilities

•Respond to inbound complex home loan/mortgage queries and complaints through service channels within SLAs, supporting frontline handling and ensuring timely case resolution and daily FCR targets.
•Manage a medium-sized team responsible for mortgage customer service, sales lead management, and loan amendments/modifications, including handling escalated complaints.
•Conduct high-quality checks on customer mortgage applications and follow through to end resolution of home loan disbursement via customer and stakeholder engagement.
•Multitask across service functions in both branch-facing and back-office contexts, ensuring timely execution of assigned home loans/mortgage duties.
•Build and maintain management information and deliver ad hoc reports; run feedback and training sessions with service and sales teams to improve efficiency and knowledge.

Key Requirements

•At least two years of work experience with in-depth home loans/mortgages knowledge and customer service experience.
•People and team management experience.
•High levels of customer service and customer-facing experience.
•Fluent verbal and written communication in English, with effective negotiation and communication skills.
•A graduation degree is essential for obtaining a UAE visa and work permit, including required attestations/equivalency if earned outside the UAE.

Experience:2+ yearsMortgagesHome loansCustomer serviceSales operations

Education:Bachelor's

Skills:LeadershipCustomer focusNegotiationCommunicationAnalysis

Languages:EnglishArabic

Eligibility

Nationality:UAE National

Company Brief

HSBC

Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn

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HSBC

3 days ago

Mortgage Service Manager (UAE National) (Dubai, Dubai, AE, -)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Manager level

Key Responsibilities

•Respond to inbound complex home loan/mortgage queries and complaints through service channels within SLAs, supporting frontline handling and ensuring timely case resolution and daily FCR targets.
•Manage a medium-sized team responsible for mortgage customer service, sales lead management, and loan amendments/modifications, including handling escalated complaints.
•Conduct high-quality checks on customer mortgage applications and follow through to end resolution of home loan disbursement via customer and stakeholder engagement.
•Multitask across service functions in both branch-facing and back-office contexts, ensuring timely execution of assigned home loans/mortgage duties.
•Build and maintain management information and deliver ad hoc reports; run feedback and training sessions with service and sales teams to improve efficiency and knowledge.

Key Requirements

•At least two years of work experience with in-depth home loans/mortgages knowledge and customer service experience.
•People and team management experience.
•High levels of customer service and customer-facing experience.
•Fluent verbal and written communication in English, with effective negotiation and communication skills.
•A graduation degree is essential for obtaining a UAE visa and work permit, including required attestations/equivalency if earned outside the UAE.

Experience:2+ yearsMortgagesHome loansCustomer serviceSales operations

Education:Bachelor's

Skills:LeadershipCustomer focusNegotiationCommunicationAnalysis

Languages:EnglishArabic

Eligibility

Nationality:UAE National

Company Brief

HSBC

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1865

Glassdoor: 3.6

Website LinkedIn