Loan Servicing Officer, Makati

Last update 2024-02-27
Expires 2024-03-27
ID #1917480588
Loan Servicing Officer, Makati
Philippines, Metro Manila, Makati,
Modified November 9, 2023


Description of Department/Division The Lending Operations & Client Assist team (LOCA) department is a combination of 4 specialised areas; New Business/Origination, Loan Servicing, and Arrears Management and Hardship. These teams manage all processes that relate to mortgage products.Job Purpose The Loan Servicing Customer Service Officer’s primary responsibility is to be a part of a high-performing team that delivers the desired business and customer outcomes. This role will assist the Team Manager in motivating their team and creating a customer-centric culture.The Customer Service Officer’s focus is on the customer. Being a virtual bank, meaning a bank with no branches, one of the primary functions of the CSO is to process loan variation requests for existing home loan customers and make outbound calls to these customers to confirm requests, obtain additional information, educate on options and confirm legitimate account activity, as well as calls to other stakeholders (e.g. Brokers) to provide status updates or discuss the requests. The role will also require answering inbound calls from brokers, customers, our internal and external teams, stakeholders, and other partners.Main Focus AreasProcess loan variation requests.Perform telephony-based work with a customer-centric approach, displaying active listening with a high level of attention to detail.Communicate with customers and stakeholders through various channels.Respond and action promptly to customer enquiries and requests for status updates on their requests.Keep a record (e.g. diary notes) of customer interactions, transactions, comments, and complaints.Assist with resolving customer complaints, including providing input with investigating complaints.Identify customer needs through appropriate questioning techniques which comply with no-advice (and/or general advice) boundariesAchieve agreed productivity, quality, and compliance targets, measured using the agreed frameworkIdentify and accept where skills and knowledge gaps are apparent, and work with leaders to increase and develop your expertise through coaching, mentoring, and training where necessaryProactively and positively work with the team and other departments to achieve business outcomes, through effective relationship buildingWork in accordance with policies, processes, and procedures, and delegationsWork in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirementsEnsure consistent availability to work within Lending Operations hours of operation (8:00 am – 7:00 pm) and remain 100% compliant with expectations for punctuality and attendancePerform other duties and special projects as requiredRole Specific CapabilitiesAbility to recognise, analyse and solve problemsStrong numeracy and communication (both oral and written) skillsHigh level of attention to detail and commitment to qualityFlexible and willing to try different approaches to reach successful outcomesUnderstanding of compliance framework and regulations such as privacy, KYC & AMLKnowledge and experience in using complaints procedurePassionate about helping people and excited about a career in Customer ServicePositive attitude and desire to make a differenceThrives from working in a team environment with high-performing peopleAbility to build effective working relationships with both internal & external staffConflict resolution and negotiation skillsStrong understanding of team and business requirementsComfortable with being measured and is accountable for own performance and resultsStrives to identify efficiencies and improvements to how we operateAbility to handle high work volumes and perform effectively under pressureTime management and ability to keep to deadlinesDesire and ability to constantly develop and maintain Customer Service skillsExperience in multi-tasking to meet all work requirements & timeframesQualification/s2 to 3 years with an Australian lending/mortgage company, preferably in financial services, with a mixture of Home Lending and/or Contact centre rolesPrevious experience in a fast-paced customer-focused environment is desirableBanking experience preferredHighly desirable experience with processing loan servicing requestsKnowledge of NTBS, BPMS, App Centre Docuprep, & PowerBI systems is preferred but not required

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Loan servicing officer

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