HSBC makes mortgage journey improvements

Jessica Nangle

November 27, 2019

HSBC UK has made a series of mortgage journey improvements to its broker partners.

The bank has provided a faster query resolution and greater platform functionality.

This comes as HSBC UK expects to reach 150 broker partners, covering around 14,000 advisers by Christmas.

Additional enhancements include a live chat for brokers, increasing the number of mortgage applications eligible for automated valuation enhancements and a team of telephone BDMs.

Chris Pearson, head of intermediary mortgages at HSBC UK, said: “From a standing start a few years ago we expect to have 150 broker partners on board by Christmas, and while we continue to expand our reach in the broker market by bringing on board more partners, we are working hard in the background to make the mortgage journey for brokers faster with fewer points of friction.

“This will enable brokers to provide a solid service alongside important and timely peace of mind to HSBC UK mortgagees.

“Digital enhancements are making a real difference to the way we are working. Including a Live Chat option – which is operated by a dedicated team of mortgage experts in Sheffield – to give brokers another way of communicating with us and another way we can support brokers, has been unanimously welcomed.

“It gives brokers slicker responses to general queries and speedy resolution when action needs to be taken.

“In the space of just three weeks we have had almost 1,000 ‘chats’ and been able to give rapid responses to our broker partners.”


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