Mortgage Relationship Manager

Job ID: 37411

Location: Singapore, SG

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 20 Aug 2025

**RESPONSIBILITIES**

**Strategy**
- Manage residential mortgage repricing requests to maintain low attrition rate for WRB Singapore.
- To ensure retention and profitability of the existing Housing Loans Portfolio
- To evaluate & restructure Housing Loans to meet customers’ financial needs.
- To prepare and input customer mortgage loan conversion for credit approval.
- To work with The Product Team to optimize on repricing packages offering and portfolio profitability.
- To execute Proactive Retention Exercises initiated by the mortgage product team.
- Self-driven and able to wok independently

**People**
- Collaborate with the team members to achieve the common objective.
- Adhere to the work schedule as per assigned.

**Customer Experience**:

- Provide friendly and courteous customer service in all interactions.
- Building positive rapport with different types of customers over the phone.
- Take appropriate actions to effectively control a phone call.
- Provide all information necessary to help customers to make decisions.

**Revenue & Productivity**:

- Educating customer about the products and service offered.
- Recognise 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 customer promptly, minimise customer wait time and provide information on bank’s products and services when customers call for enquiries or requests.
- To provide professional advice and alternatives/solutions to customers’ request and queries using knowledge of bank’s products and services.
- To deliver world class phone-based quality service to customers across segments & markets.
- To be responsible for responsible for 100% of the follow up activities arising from customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc customer survey, if any

**People & Talent**

**Frontline Experience**:

- To attend the prescribed training sessions and improve the product knowledge and phone skills consistently.
- Responsible to satisfy customer and maintain good image/reputation for the company.
- Take ownership for any problem and requests for information that customers have and resolve them quickly, keeping customers informed along the way.
- Update the existing databases with changes and the status of existing / prospective customers.
- Arrange for dispatch of products, information packages, brochures et al to clients
- Adhere to laid-down escalation matrix

**Governance**
- To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
- Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
- Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
- 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. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Lead to achieve the outcomes set out in the Bank’s Conduct Principles
- Education: Diploma and above
- Business Communication
- 2 years of experience in Mortgage Relationship Manager

**Role Specific Technical Competencies**
- Interpersonal Skill
- MS office
- Written communication skill
- Good problem-solving skill

**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 are 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 asser