Our client is a leading financial institution with a highly reputable brand. They specialise in mortgage portfolios and credit servicing, providing first class service to their customers through a team of experienced mortgage professionals.
Responsibilities
- Pro-actively manage assigned portfolio of cases and ensure steps are being taken to progress appropriate resolutions for customers.
- Tasks will include, general loan administration, inbound and outbound arrears calls, assessing SFSs and drafting accurate, thorough, and concise credit reports for submission to decision makers.
- Accurately records information on systems of records and trackers.
- Efficiently and professionally deal with all communication (telephone or written correspondence) from customers and third parties.
- Perform all assigned tasks in compliance with policies, procedures and Central Bank Codes and regulations and within SLA/ KPI deadlines.
- Consistently demonstrate that "the customer is at the heart of everything we do" by engaging with customers and resolving customer queries in a timely and effective manner.
- Treat all customers fairly and consistently throughout BAU activities, including credit proposals and resolutions.
- Exhibits accountability and positive attitude managing portfolio of cases and when providing assistance to Senior Management in relation to ad-hoc queries.
- Collaborate with all areas of the business to support the needs of the team/department and to achieve strategic outcomes.
- Actively participates in and contributes to weekly/monthly team meetings.
- Consistently record incidents immediately on detection of errors and engages with Risk Partner / Risk Owner to resolve where required.
- Takes ownership of errors and complaints received, managing the customer experience to a successful resolution
Skills
- Good written and verbal communication skills.
- Good negotiation and financial-analysis skills.
- Adaptable and flexible to take on additional work as needed.
- Results focused with a particular emphasis on quality and attention to detail.
- Highly motivated with the ability to work on own initiative.
- Ability to work effectively in a fast paced, complex and deadline driven environment.
- Excellent teamwork skills working collaboratively with others to achieve goals and objectives.
- Credit Analysis, underwriting and debt resolution skills.
- Good communication, prioritisation, and communication skills.
Experience
- Previous financial services experience a in phone-based customer services and home-loan debt-resolution environment.
Qualifications
- QFA or APA (Loans and regulations) as a minimum.
Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.
BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.
