Officer
2 weeks ago
**Job Purpose
- Provide leadership and direction to Branch Customer Service team to drive a high quality customer experience balance with efficiency, compliance and consistency.
**Responsibilities
**Core Responsibilities**
- Investigate, collaborate, and maintain the Customer Service policies and procedures for the extension of mortgage loans that confirm to bank and industry standards.
- See improvements to processes and drive the implementation of those improvements with a focus on compliance and efficiency.
- Interview, hire, train, coach, evaluate unit team members from Branch Customer Service for optimal performance of the team and track performance.
- Ensure quality and production goals are met, monitoring workflow levels and redeploying resources as required.
- Monitor and maintain established operations turn time and quality standards across handling and processing customer requests
- Foster collaborative relationships with internal customers (credit, collections and Central Retention units) to ensure optimal communication.
- Stay abreast of changes related to the mortgage Service industry changes related to the mortgage department and suggest changes to processes for providing industry benchmarking services to customers
- Ensure consistency with main agreed SLA adherence ,monitoring branch service efficiency ,operations policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge.
- Seek out new technology options for increased quality and efficiency for improved customer experience
- Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond defined time lines
- Monitoring Loan closure process and document handover
- Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs
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