Senior associate

2 weeks ago

Gurgaon, India NAB Full time
Key tasks; accountabilities and of this role:
Owning complex customer requests and issues end to end.
Deliver first point resolution for the customer in line with the operating procedures.
Resolving complex complaints by being an expert in the customer complaints platform
Working closely with the broader lending services team and wider NAB group to get the right customer resolution.
Ensuring adherence to Standard Operating procedures (SOPs) by inputting the correct information for the customer in core NAB systems and in line with team operating rhythm
Deliver a superior customer experience by ensuring the customer is kept up to date in the most appropriate channel.
Proactively manage risk, adhering to process and procedures pertaining to role; an escalate events, issues, or breaches as they are identified to their People Leader with a proposed solution.
Completion of any other administrative duties as required to ensure effective operation of the team function.
Positive contributions to the team, sharing knowledge and assisting colleagues as an SME and support the business with continuous improvement initiatives.
Provide support and training of colleagues within the lending servicing business.
Essential Capabilities:
Attention to detail.
Resilience, prioritization and time management skills
Initiative and problem-solving skills
Strong verbal and written communication skill
Ability to adapt and learn quickly and coach others.
Experience:
Understanding the lending process for fulfilling consumer and business lending
Understanding state land Title Office requirement

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