Head - Virtual Relationship Manager - Mortgage Loans (8-15 yrs) - Navi Mumbai, India - iimjobs

Description

• 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.

• 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.

• Monitor and evaluate customer interactions to ensure a high standard of service.
• Address escalated customer concerns, demonstrating effective problemsolving skills.
• Collaborate with team members to enhance customer satisfaction and loyalty.

• Supervise postdisbursement 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 postloan services.

• 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.

• 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.

• 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)