Head - Virtual Relationship Manager - Mortgage Loans

Head - VRM (Virtual Relationship Manager)

Job Responsibilities:

Responsibilities:

1. Team Leadership:

- Lead and supervise a team of Virtual Relationship Managers for Home Loans.

- Provide guidance, mentorship, and coaching to team members to ensure optimal performance.

- Foster a collaborative and positive team culture, promoting continuous improvement.

2. Loan Processing Oversight:

- Oversee the home loan application process, ensuring team adherence to established procedures and timelines.

- Conduct regular reviews of loan files to guarantee accuracy and compliance with regulatory requirements.

- Assist team members in complex loan scenarios, providing expertise and guidance.

3. Customer Relationship Management:

- Monitor and evaluate customer interactions to ensure a high standard of service.

- Address escalated customer concerns, demonstrating effective problem-solving skills.

- Collaborate with team members to enhance customer satisfaction and loyalty.

4. Post Loan Disbursement Management:

- Supervise post-disbursement activities, including welcome calling and closure procedures.

- Ensure team members provide accurate and timely responses to customer inquiries related to loan servicing.

- Implement strategies to improve efficiency in post-loan services.

5. Service Requests Handling:

- Manage and resolve escalated service requests, collaborating with internal departments for efficient solutions.

- Implement and enforce service standards to enhance customer experience.

- Analyze trends in service requests and provide recommendations for process improvements.

6. Reporting and Analysis:

- Generate and analyze reports on team performance, providing insights and recommendations for improvement.

- Develop and maintain key performance indicators (KPIs) to measure team and individual success.

Skill set:

- Mortgage Background Mandatory

- Banking employment history required

- Should have had handled a team (preferably VRMs - Virtual RMs)

- Good in communication skills

- History of customer relationship management

- Post Loan disbursement management

- Reporting and Analysis (i.e. ability to analyse data)