Mortgage Servicing Officer IND

Core Responsibilities

Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.

Respond to customer inquiries across multiple channels (phone, digital – secure message, chat, emails etc.,) with professionalism and empathy.

Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is especially susceptible to harm receive good outcomes - – identify, understand the impact and provide adequate support.

Respond to all customer enquiries and process customer instructions, whether received by telephone, in writing, by e-mail or made in person accurately, efficiently, professionally and within specified timescales.

Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt resolution.

Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity to Finance crime for further investigation and guidance.

Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow, customer journey and service quality.

Training & Development

Complete mandatory training modules and attestations on time, staying updated on industry regulations and best practices.

Proactive approach to invest on self-development aligned to the career goal.

Prepare and dispatch templated and bespoke manual letters and correspondence via emails.

Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.

Active participation in team engagement and CSR activities initiated by the team or people engagement group.

Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.

To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc.,

Work flexibly - shift-based environments and weekend work.

Maintain compliance with OSB policies, procedures, and regulatory standards.

Identify the opportunities for training and communicate the same to the Mentor/Team Leader.

Hygiene

To receive work allocation notification & process the case as per defined process.

Participate in knowledge Management programs and take active role in building empowered team (like maintaining individual query logs, issue logs, failed cases log etc.,).

Experience Requirements

18 -24 months previous experience working in an international call centre environment and servicing overseas customers is essential

Prior experience in customer service, sales or collections is highly valued

Background in banking, retail, or contact centre environments is advantageous

Demonstrated ability to thrive in fast-paced, high-pressure settings

Knowledge Requirements

Strong understanding of customer service principles and professional communication

Awareness of banking products and services (current accounts, savings, loans, digital banking etc.,) is desirable

Knowledge of regulatory requirements and customer protection standards

Familiarity with digital tools and platforms used in modern banking (MS Office, CRM, Five 9 telephony system etc.,) is desirable