Job Description

Mashreq Bank

1

Job Title

Mortgage Service Desk & Retention Officer

Department

DBC Mortgage Team

Direct Supervisor

Team Leader

Job Number2 Job Purpose

• To achieve monthly KPIs assigned

• To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as the product campaigns.

• Provide excellent service to Mashreq Home Loan customers – Conventional and Islamic products.

• Handling customer complaints relating to Rates, Schedule, Document Requirements and Disbursals.

• Portfolio Management taking ownership of all Home Loan customers, identifying area of strength/weakness of sales proposition by relating the voice of the customer.

• Home loan retention – managing the retention process in a compliant manner and ensuring all offers are provided as per the approved retention grid.

• Quality and Service deliverables ensuring timely MIS.

3

Dimensions

Operating Budget

YesNumber of Staff1

Capital Exp. Budget

YesOther 4

Key Result Areas

• Analysis of requests received.
• Updating of all systems as per the call with the customer.
• Processing of the request or offer given to the customer.
• Constant follow up with the concerned department if the process is delayed or not fulfilled as per the customer’s request.
• Maintain records of all approvals and requests and reports handled.

• Meeting the KPI Targets set in term of retaining clients by negotiating on the rates offered.

• Managing assigned requests via CRM within the agreed TAT (Drop Offs).

• Ensure controls requirement of the business are adhered to in line with Bank policies to ensure quality growth in business.

• Operates in Direct Banking Channels environment where the interface with customer is over telephone, email, and face to face (only when mandatory and need at DOZ premises.)

• Operates within standard rules and guidelines set by the bank and additional ones set by prioritizing banking.

• Frequently co-ordinates and interact with Home Loan Product team, CAU, policy, Customer Care, Branches DBC etc.

• Adherence to SOP for each segment.

• Complaint resolution mostly related to explaining procedures or providing information regarding retail banking – Home loans.

• To possess skills to review customer relationship, bank’s policies, and financial objectives to take decision on charges reversal, account maintenances and deviation recommendation.

• Operation risk management through active reporting, analysis, and monitoring.

• Limited to certain functions which enable on the spot problem resolution.

5

Problem Solving

Complaint resolution is mostly related to explaining procedures or providing information regarding Priority banking. First point resolution

Handling of all customer issues and resolve the same at the earliest and highlight them to the TL.

6

Decision Making Authority & Responsibility

The job requires the job holder to possess skills to review customer relationships, Complaint resolution mostly related to explaining procedures or providing information regarding retail banking – Home loans. Limited to certain functions which enable on-the-spot problem resolution.

7

Knowledge Skills and Experience

• Strong analytical, Retention skills

• Mortgage product and Personal Banking understanding.

• Sound technical skill set across diverse products.

• Diploma / Highschool, 1- 2 years of relevant work experience in Personal Banking in the functions of PMU / Retention / Relationship Management/ Tele Sales/Services.

Job Holder

Date

Line Manager

Date

Approved By

Date