Settlements & Customer Care - Administration Officer

Overview

Settlements & Customer Care - Administration Officer

Location: Hunt St Manila, National Capital Region, Philippines

We are seeking a highly skilled and detail-oriented Settlements & Customer Care Administration Officer to join our dynamic team in the non-bank lending sector. The role provides support for smooth and efficient settlements and delivers exceptional customer service. The officer will act as a liaison, provide product / services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency once settlement is completed.

• Provide administrative and operational support to senior settlements officers or managers, assisting in resolving settlement issues.
• Accurately enter transaction details into settlement systems, ensuring data integrity and consistency across platforms.
• Communicate with brokers, clients, and other financial institutions as required to resolve discrepancies or issues with settlement instructions.
• Ensure that all settlement procedures comply with regulatory requirements and internal policies.

Settlements - Post-Settlement / Other settlement tasks

• Update CRM system with settlement date and move application to settled.
• Apply Interest Payment Schedule to the Loan in CRM system.
• Monitor solicitors for settlement paperwork and supporting documents (24 - 48 hrs target).
• Once documents are received, prepare templated email for client congratulating them on the settlement of their loan and notifying them that their Direct Debit is in place.

Discharge / Refinance / Rollover / Extension / Variation

• Review Title Search to determine current Mortgagee.
• Access lender's website to obtain Discharge Form.
• Prepare/pre-fill Discharge Request Forms for Borrower where required (to avoid processing delays).
• Liaise with Broker / Borrower regarding the process and required steps.
• Monitor current matters for upcoming maturity dates and communicate with Borrowers as needed.

General Fund / Business Administration

• Update CRM with loan repayment/paid-out date.
• Move application in CRM to Paid Out status and to settled with settlement date.
• Keep CRM up to date with notes and correspondence.
• Save Final Letter/Certification and relevant documentation to the application.

• Be the primary point of contact for customer service, providing solutions and support via phone and email.
• Accurately manage enquiries from start to finish, aiming for prompt resolution and high first-call resolution.
• Provide regular, timely updates to clients to reduce resolution times and improve interactions.
• Provide accurate, valid, and complete information using the appropriate tools.
• Maintain records of customer interactions, process customer accounts, and file documents with confidentiality.
• Follow communication procedures, guidelines, and policies.
• Data entry into CRM systems and collaboration with internal teams to resolve client queries.

Customer Service tasks

• Customer Portal Access – send Online Portal emails after Settlement.
• Customer Portal regeneration; Arrears management with BC Arrears Team; variations in repayment frequency; Direct Debit changes; rate retention activity; handling rate reduction requests; advising on outcomes; ad hoc customer queries; generation of ad hoc statements; adding/removing offset accounts.

• Strong communication skills, both written and verbal
• Strong phone handling and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt to different client types
• Ability to work in a fast-paced environment, multi-task, prioritise, and manage time effectively
• Administrative support to business stakeholders and clients
• Coordination and analysis of business documentation
• Strong attention to detail and a proactive, customer-first attitude
• Previous experience in a customer service role (preferably in financial services) is advantageous

• Seniority level: Associate
• Employment type: Full-time
• Job function: Administrative
• Industries: Venture Capital and Private Equity Principals

Note: This description reflects the information provided and excludes boilerplate or extraneous sections not essential to the role.