Senior Associate

3 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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