Job Description

Investigate, collaborate, and maintain the Customer Service policies and procedures for the extension of mortgage loans that confirm to bank and industry standards. See improvements to processes and drive the implementation of those improvements with a focus on compliance and efficiency. Review, respond, and develop resolutions for compliance related findings for Customer Service while serving as first line subject matter expert for daily loan scenario questions. Interview, hire, train, coach, evaluate unit team members from Branch Customer Service for optimal performance of the team and track performance. Ensure quality and production goals are met, monitoring workflow levels and redeploying resources as required. Monitor and maintain established operations turn time and quality standards across handling and processing customer requests Foster collaborative relationships with internal customers (credit, collections and Central Retention units) to ensure optimal communication. Stay abreast of changes related to the mortgage Service industry changes related to the mortgage department and suggest changes to processes for providing industry benchmarking services to customers Ensure consistency with main agreed SLA adherence ,monitoring branch service efficiency ,operations policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge. Seek out new technology options for increased quality and efficiency for improved customer experience Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond defined time lines Monitoring Loan closure process and document handover Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs Desired Experience: Minimum 8-10 years in the field. Education : Graduate,Masters/Postgraduate