Posted By
Posted in
Sales & Marketing
Job Code
1385840
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)
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Posted By
Posted in
Sales & Marketing
Job Code
1385840