Principle Accountabilities
Receipt of funds and issuance of receipts
Regular client communication in terms of debt status, repayment plans, and support required throughout the customers’ journey (Onboarding of customer details and customer documents on CRM, mapping of payment plans, portfolio allocation, follow-up on signing of offer letters, issue of instructions to lawyers to prepare sale agreements, follow up on execution of documents)
HFC Mortgage pipeline management and follow-up
Mapping of timed collections
Revenue assurance for the allocated portfolio to the issuance of cancellation notices and notification of units back to the market. (including timely disbursements of loans).
Risk mitigation by participation in the handover documentation
Complaint resolutions end to end with respective departments
Compliance with laid-down policies and laws.
Key Competencies and Skills
Technical competencies
Knowledge of CRM software and Microsoft Office Suite – Intermediate excel skills
Solid customer service attitude with excellent negotiation skills
Knowledge of KYC/AML compliance requirements
Knowledge of TCF (Treating Customers Fairly) principles
Astute product knowledge
Knowledge of portfolio management
Commercial acumen
Analytical skills
Strong communication and interpersonal skills
Emotional intelligence; dynamic individual with the ability to work under pressure.
Minimum Qualifications, Knowledge and Experience
Qualifications: Academic and Professional
Bachelor’s degree from an accredited university, preferably in a business-related field
Relevant professional certification is an added advantage
Experience
At least one year experience in relationship management in a financial or real estate institution
Strong proficiency in banking systems and applications, especially Profits and CRM
Experience in portfolio management is a core requirement
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