Head - Virtual Relationship Manager - Mortgage Loans (8-15 yrs)

3 weeks ago


Navi Mumbai, Maharashtra, India iimjobs Full time
Head - VRM (Virtual Relationship Manager)

Job

Responsibilities:

Responsibilities:

Team Leadership:

  • Lead and supervise a team of Virtual Relationship Managers for Home Loans.
  • Provide guidance, mentorship, and coaching to team members to ensure optimal performance.
  • Foster a collaborative and positive team culture, promoting continuous improvement.

Loan Processing Oversight:

  • Oversee the home loan application process, ensuring team adherence to established procedures and timelines.
  • Conduct regular reviews of loan files to guarantee accuracy and compliance with regulatory requirements.
  • Assist team members in complex loan scenarios, providing expertise and guidance.

Customer Relationship Management:

  • Monitor and evaluate customer interactions to ensure a high standard of service.
  • Address escalated customer concerns, demonstrating effective problemsolving skills.
  • Collaborate with team members to enhance customer satisfaction and loyalty.

Post Loan Disbursement Management:

  • Supervise postdisbursement activities, including welcome calling and closure procedures.
  • Ensure team members provide accurate and timely responses to customer inquiries related to loan servicing.
  • Implement strategies to improve efficiency in postloan services.

Service Requests Handling:

  • Manage and resolve escalated service requests, collaborating with internal departments for efficient solutions.
  • Implement and enforce service standards to enhance customer experience.
  • Analyze trends in service requests and provide recommendations for process improvements.

Reporting and Analysis:

  • Generate and analyze reports on team performance, providing insights and recommendations for improvement.
  • Develop and maintain key performance indicators (KPIs) to measure team and individual success.

Skill set:

  • Mortgage Background Mandatory
  • Banking employment history required
  • Should have had handled a team (preferably VRMs
  • Virtual RMs)
  • Good in communication skills
  • History of customer relationship management
  • Post Loan disbursement management
  • Reporting and Analysis (i.e. ability to analyse data)


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