Knowledge/Experience:
• Providing Customer Service through daily interactions to create a relationship of mutual trust and confidence with customers.
• Understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of practices, policies and procedures.
• Addressing and resolving customer concerns, inquiries, issues, or complaints.
• Preparing correspondence including payoff letters in a manner that reflects Bank policies and guidelines while protecting integrity of the customer
• Coordinate with solicitors, settlement agents and brokers for loan payoff, Coordinate with Indexing teams, credit teams etc. whenever required, follow up to meet the TAT requirements
• Data entry into systems such as loading direct debit instructions, offsets, or nomination, changing customer information, updating existing loan information, or initiating refunding transactions.
• Responsible for reviewing and completing payments to builders and customers for the construction of a house and includes the amending and distribution of schedules, ordering inspections, completing valuations, actioning email related to the payments.
• Verify is the process of releasing the security titles post discharging the loans.
• Responsible for applying additional discount on variable loans as per the instructions received from Products teams.
• Updating correct information relating to customer, security, etc. in Security application.
• Investigating queries on loan accounts maintained in the existing systems and applying loan features as requested by the customer.
Competencies/Skills:
• Experience in mortgage servicing, banking or financial services is preferred
• Strong understanding of mortgage products, loan processes and financial regulations in Australia
• Good Analytical skills, excellent judgment, logic and reasoning
• Being Flexible for working in Multiple Shifts
• Computer literate and strong familiarity with credit financial analysis techniques
• Excellent verbal and written communication and interpersonal skills
• Ability to work independently in a Team environment
