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15 Mar 2013

Full-Time Technical Writer (Elmhurst, IL)

HSBC – Posted by TechWhirl Elmhurst, Illinois, United States

Job Description

The Technical Writer will reviews customer complaint letters and determines how to respond to each allegation. Responsibilities include to research legal documents and other data involved with complaints received from regulatory agencies and/or other compliance oriented entities, and to draft responses in compliance with all laws and regulations.


Customers / Stakeholders

·         Formulates responses to regulatory agencies in response to customer complaints. Research and compile data and draft response letters to allegations to ensure compliance in each state

·         Reviews customer complaint letters to determine what the allegations are, how they are categorized and how to respond to assigned allegations appropriately. Ensures responses are in compliance with applicable laws and regulations


Operational Effectiveness & Control

·         Reads and interpret various legal documents involved with each loan, pay histories and research various stages of the loan process to determine appropriate answers and resolution to identified allegations

·         Participate in meetings and/or customer complaint reviews, provide reporting and/or assist with presentation development as assigned

·         Maintain an awareness of all policies, procedures and practices, laws, regulations and ruling governing mortgage related activity

·         Promote an environment that supports diversity and reflects the HSBC brand

·         Apply compliance; maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators; adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report issues and operational loss events. Abide by Human Resources and other HSBC policies in support of our ethical and respectful work environment


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

·         Promote an environment that supports diversity and reflects the HSBC brand


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




·         A Bachelor’s degree or equivalent experience in Journalism, English, Communications, Finance or related field and a minimum of two years experience writing at a professional level

·         Knowledge of the banking or financial services fields. Mortgage or consumer lending experience preferred

·         Strong technical aptitude to include proficiency in MS Word and Excel

·         Excellent technical writing skills; solid oral communication skills

·         Solid analytical and assessment skills; high degree of problem solving ability and research capabilities

·         Initiative – self starter

·         Strong organization and follow up skills; ability to effectively multi-task and prioritize work flow to manage business priorities and deliverables

·         Flexibility to the changing requirements and priorities of the business

·         Professional demeanor; tact / diplomacy; and the ability to maintain confidentiality of sensitive information

·         Ability to work varies / alternate shifts and extra hours as requested by management and required by the business


Job Field : Customer Service

Primary Location : North America-United States-Illinois-Elmhurst

Schedule : Full-time

Shift : Day Job

Job Posting : Feb 19, 2013, 9:30:00 PM

Unposting Date : Mar 25, 2013, 11:59:59 PM


Job Categories: Technical Editing and Technical Writer. Job Types: Full-Time.

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