Operations Officer-Mortgage Servicing Team Location: Abu Dhabi, UAE Job Description: Role Purpose: •Processing, administration & support of all Post Disbursement Operations (Mortgage Servicing Team) i.e., after 1st disbursal and ensure completion in accordance with company strategy & standards. Key Accountabilities & Activities: 1. Processing, administration & support of all Post Disbursal (post 1st disbursal) servicing Processing, administration & support of MST Post Disbursal team to ensure full, accurate and timely: •PDC Management. •Clearing.. •Client File Management (incl. Scanning). •Security Document Management. •Bank Reconciliation. •Account Review. •Post Disbursal Client Service Request. •Insurance Billing & Reconciliation. •Loan Maintenance. •Internal & external enquiries. •Follow up and closure of all temporary deviations within TATs. •Updating of relevant systems & trackers. •Escalation of issues as appropriate. 2. Achievement of MST Post Disbursement Quality Targets Continued & Consistent focus to: •Ensure all mortgage servicing transactions meet or exceed minimum quality standards. •Ensure effective escalation of potential Risk Factors in MST to ensure Risk Events meet or exceed tolerance levels set by Sr. Off / Sr. Manager. 3. Achievement MST Post Disbursement Targets Continued & Consistent focus to : •Achieve measurable efficiencies and reductions in MST TATs. •Work with the Sr. Off to promote greater levels of operational automation (to create further strategic operational efficiencies). 4. Achievement of MST Post Disbursement Volume & Value Targets •Effective time management to enable timely completion of transactions & facilitate smooth workflow without undue delays or constraints. •Support Team Sprit & Staff motivation by knowledge sharing, team building etc. so as to realize business volume and value targets. 5. Client Service •Delivering an exceptional client service experience with every client interaction. •Guide and support client queries through all stages of the end to end mortgage process •Ensure that all clients are given an exceptional service and treated as VIPs. •Respond to all client queries in a clear, polite and positive manner •Ensure prompt follow ups to all outstanding client queries. 6. Inbound & Outbound calls (Originations & Serving) •Performing Inbound & Outbound calls as per policy and quality standards •Following updated scripts for all inbound processes and outbound campaigns •Ensure accurate and timely recording of all Prospects •Support Marketing team with periodic Marketing Blasts (Email / SMS / Phone) as per marketing plan and Outbound call Policy. •Support Business Development with periodic Outbound calls to lists provided (eg: Developer lists) as per Outbound call Policy. •Support Business Development with periodic Outbound calls to existing clients for the purposes of cross selling (eg: Other products and benefits such as Contents Insurance) as required. •Support Operations with periodic outbound calls to existing clients for the purposes of loan maintenance as required (eg: account reviews, client request follow up etc). •Continuously strive towards process improvement, not limiting to the Gateway, by suggesting innovative & processes efficient ideas. 7. The Client Voice •Supporting Client Care to ensure the GW team completes monthly Client Feedback Surveys and results are shared with HOSASS & CCM on a timely basis. •Support Strategy & Marketing teams with other market surveys required for strategic feasibility studies and new products and promotions as required. 8. General •Upkeep of the Team Sprit to ensure a “One Team Ethos” across the client experience •Support peers as backup in case of absences / planned leave •Ensure all transactions are carried out according to Operational Policies & Procedures and within the Operations Authority Matrix •Act as a role model in terms of both delivery and behaviour for all Operations & MST staff •Any other administration tasks the position might demand for. Desired Profile: •1-3 Years of Experience in the same field •Excellent oral and written communication skills •Strong computer proficiency in Microsoft Office programs •Critical thinking, problem solving and analytical skills •Organization and Time Management skills
Posted on: Wed, 21 Aug 2013 07:16:55 +0000
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