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Mortgage Relationship Manager

2 weeks ago


Singapore Standard Chartered Singapore Full time

Manage residential mortgage repricing requests to maintain low attrition rate for WRB Singapore.
Ensure retention and profitability of the existing Housing Loans Portfolio.
Process Housing Loans repricing applications and handle negotiation on pricing and packages.
Evaluate & restructure Housing Loans to meet customers’ financial needs.
Prepare and input customer mortgage loan conversion for credit approval.
Work with The Product Team to optimize repricing packages offering and portfolio profitability.
Execute Proactive Retention Exercises initiated by the mortgage product team.
Self-driven and able to work independently.
People
Collaborate with team members to achieve common objectives.
Adhere to the work schedule as assigned.
Customer Experience
Provide friendly and courteous customer service in all interactions.
Build positive rapport with different types of customers over the phone.
Take appropriate actions to effectively control a phone call.
Apply proper phone etiquette to enhance customer experience.
Provide all necessary information to help customers make decisions.
Revenue & Productivity
Educate customers about the products and services offered.
Recognize and alert line manager on call trends.
Ensure continuous improvement in productivity to the standards prescribed from time to time.
Service Quality
Effective time management, problem-solving, and negotiation skills.
Serve customers promptly, minimize wait time, and provide information on bank’s products and services when customers call for enquiries or requests.
Provide professional advice and alternatives/solutions to customers’ requests and queries using knowledge of bank’s products and services.
Deliver world-class phone-based quality service to customers across segments & markets.
Be responsible for 100% of the follow-up activities arising from customer calls: resolution of complaints, highlighting operational issues, logging service statistics, complaints, enquiries, and ad hoc customer surveys, if any.
People & Talent
Attend prescribed training sessions and improve product knowledge and phone skills consistently.
Responsible for satisfying customers and maintaining a good image/reputation for the company.
Take ownership of any problems and requests for information that customers have and resolve them quickly, keeping customers informed along the way.
Update existing databases with changes and the status of existing/prospective customers.
Arrange for dispatch of products, information packages, brochures, etc. to clients.
Adhere to laid-down escalation matrix.
Governance
Keep updated on product/workflow procedures and ensure full compliance with operational risks/control.
Ensure fulfillment of role obligations to prevent money laundering under the Group Policy and Standards and under local laws and regulations.
Ensure processing and decision-making are compliant with Departmental Operating Instructions and within specified timelines and accuracy standards.
Uphold the values of the group & company at all times.
Ensure compliance with all applicable rules/regulations and company group policies.
Regulatory & Business Conduct
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank, ensuring compliance with all applicable laws, regulations, guidelines, and the Group Code of Conduct.
Lead to achieve the outcomes set out in the Bank’s Conduct Principles.
Our Ideal Candidate
Education: Diploma and above.
Business Communication.
2 years of experience as a Mortgage Relationship Manager.
Role Specific Technical Competencies
Interpersonal Skills.
MS Office.
Good problem-solving skills.
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good, is achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
Do the right thing
and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do.
Never settle , continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well.
Are better together , we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term.
What we offer
In line with our Fair Pay Charter,
we offer a competitive salary and benefits to support your mental, physical, financial, and social wellbeing.
Core bank funding for retirement savings, medical and life insurance,
with flexible and voluntary benefits available in some locations.
Time-off
including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum), and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
Flexible working
options based around home and office locations, with flexible working patterns.
Proactive wellbeing support
through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders, and all sorts of self-help toolkits.
A continuous learning culture
to support your growth, with opportunities to reskill and upskill and access to physical, virtual, and digital learning.
Being part of an inclusive and values-driven organisation,
one that embraces and celebrates our unique diversity, across our teams, business functions, and geographies - everyone feels respected and can realise their full potential.
Recruitment Assessments
Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
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