Customer Service Executive – Lending Services

About the role

HSBC is seeking a Customer Service Executive for its Lending Services team. The role supports the team leader, ensures timely handling of customer cases, and contributes to operational risk management within the UK Mortgages division.

Key responsibilities

• Action incoming customer cases within defined timelines and accuracy standards.
• Maximise productive hours while participating in huddles, team meetings and coaching sessions.
• Perform additional tasks assigned by the line manager, including operational risk identification, assessment and mitigation.
• Monitor and review workflow, capacity planning and leave management to maintain service level agreements.
• Drive process productivity and quality targets to optimise resource utilisation.
• Promote knowledge retention through continuous staff training and reinforcement of concepts.

Required profile

• Banking knowledge, preferably in disputes and charge‑back handling for debit and credit cards.
• Strong analytical thinking and attention to detail.
• Sound decision‑making abilities and adherence to internal control standards.
• Ability to organise work, meet agreed timescales and manage erratic workflows.

Required skills

What we offer

• Opportunities for professional development within a global financial institution.
• Supportive culture that values respect, flexibility and continuous learning.
• Access to HSBC’s internal training programmes and career progression pathways.