Major Responsibilities :

• Establish rapport with clients post-settlement and maintain ongoing communication.
• Monitor and renegotiate interest rates to ensure clients are always on competitive terms.
• Assist clients with loan variations and progress payments, including complex construction scenarios.
• Identify refinance opportunities for non-conforming loans and guide clients towards prime lenders.
• Manage and support “orphan” clients, acting as their relationship manager.
• Proactively review client loan health on a monthly and semi-annual basis.
• Respond to client queries and objections promptly, ensuring same-day email response and regular status updates.
• Handle loan feature or structure changes as requested by brokers or clients.
• Prevent clawbacks by strengthening client relationships and identifying cross-sell or up-sell opportunities.
• Generate post-settlement leads and encourage referrals and repeat business.
• Collaborate closely with brokers by providing client insights and following up on lead conversions.
• Maintain accurate and timely data entry, and ensure a zero-inbox policy by close of business daily.
• Support clients with a superior service experience, ensuring updates are proactive and solutions-focused.
• Complete fact finds for new business opportunities before initiating client contact.

Requirements :

• Bachelor's degree in any field (management preferred)
• At least 1 year of experience in customer service and client relationship roles
• Top-notch written and verbal communication skills
• Strong problem-solving abilities and attention to detail
• Ability to prioritize tasks and handle multiple projects simultaneously
• Must love talking, interacting, and genuine care for people
• A liking for numbers and finance, (specifically the mortgage industry) will be an advantage!
• A great attitude towards learning - as there will be a huge learning curve!
• Proficient with Google A (Drive, Docs, and Sheets)

Source : merojob

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