Job Purpose

To action all post sale mortgage requests, respond to customer queries, complete customer profiling and maintain accurate customer records in order to ensure agreed service standards and turnaround times are met.

Service Requests

Log and route service request forms via CRM or email, answer all face-to-face, email and telephone post sale mortgage queries from external customers (For example: on liability letters; transfers; settlements; early payments etc.) and contact relevant internal departments for information and to follow up to ensure that all customer queries are resolved within agreed turnaround times.

Acknowledge and where possible address customer complaints and escalate service failures to line manager to ensure appropriate action can be taken.

Customer Profiling

Check the profiles of external customers in ITQAN/LAPS systems and suggest/provide relevant/revised mortgage rates to line manager to enable customer requests to be actioned.

Management Information and Record Keeping

Update customer information in relevant systems and file original documentation to ensure up to date and accurate information is available.

Policies, Processes, Systems and Procedures

Adhere to all relevant organizational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.

Self-Management

Manage self in line with the bank's people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance.

Customer Service

Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank's required levels of service in all internal and external customer interactions.

Skills

At least 1 - 2 years of experience in banking in a customer service environment with knowledge of retail banking products

Bachelor's Degree in relevant specialization