Customer Service Manager Mortgages

As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business they were made just right for you.
CSM is the local Mortgage service Specialist who will be the lead for servicing the Mortgage customer in his / her territory and will have key deliverables on the processing of mortgage files, liaising with the vendors and credit/ops for the approvals and disbursals.
Key Accountabilities
Responsible for servicing and processing Mortgage cases/customer for his/her territory.
Support the TRM team on documentation.
Ensure the documentation accuracy and suitability.
Ensure the customer TATs are met.
Lead the knowledge and skilling base / sessions for TRMs on Mortgages.
Keep track on PDD.
Ensure internal and regulatory compliance and adherence to DBS Sales process.
Job Duties & responsibilities
Processing Home Loan LAP applications, completing the documentation as per DBS guidelines, collection of Processing fees etc.
Collect ECS and original Sale agreement / offer document for disbursals.
Provide assistance to collection teams to maintain standard repayment schedules for customers, assist in delinquent cases.
Facilitate product training jointly with Product manager to the TRM team.
Manage customer issues on service / applications.
Handing day to day mortgage operational activity, such as login mortgage application & processing the same.
Monitoring/controlling agencies for different type of verifications such as valuation, legal search, filed verification, FCU etc.
Co-ordinating with credit and ops for smooth functioning of day to day to business activities.
PDD follow up and collection
Handing Vendor payments
Post disbursement customer service for the home loan customers
Required Experience:
Proven track record in Mortgage sales/servicing.
Understanding of the mortgage business and market
Understanding of competition and key market practices.
Thorough product knowledge.
Should have relevant assets experience in the local market and have understanding of key customer segments
Education / Preferred Qualifications
An MBA /Graduate with relevant number of years of experience in banking and specifically in Mortgages is preferable.
Core Competencies
Excellent listening skills, with inquisitive mind
Strong ability to influence
Self drive and highly ambitious
Good written and verbal communication skills
Result oriented and the ability to produce results under pressure.
Relationship building and management skills.
Understanding of competitive positioning
Strong customer orientation and focused on brand
Creative with lateral thinking ability
Attention to detail and tenacious
Self Starter
Skilled seller to be a role model for the team
Technical Competencies
Sound understanding of Mortgages business and market
Good in excel and MIS controls.
Knowledge of home loan products to assist clients and relationship managers.
Sound knowledge on home loan documentation, regulatory guidelines.
Work Relationship
Education: MBA/ PGDMr r r r r r r Any Graduate
Industry: Financial Services/Stockbroking, Banking