Broker Support Officer

2 weeks ago

Taguig, National Capital Region, Philippines MA Financial Group Full time ₱1,200,000 - ₱2,400,000 per year

Work set-up: Hybrid (4 days onsite, 1 day WFH)

Location: BGC, Taguig City

This role is designed for a proactive and customer-focused professional in the mortgage or financial services industry. You'll be responsible for managing and servicing a portfolio of home loan customers, ensuring their queries are handled efficiently and professionally.

What will you be doing:

The purpose of the role is to service a portfolio of existing home loan customers with everyday queries and requests for their home loans whilst providing "best in class" service. You will use your excellent customer service skills to provide a great customer experience, both verbally and written, as well as identifying opportunities for customer retention.

Main responsibilities include, but are not limited to:

  • Answering large amounts of incoming calls and email enquiries
  • Identifying and fulfilling customers' needs to achieve satisfaction.
  • Process requests from customers and brokers for statements and other documentation in an efficient and timely manner
  • Process requests from customers and brokers, including but not limited to, repayments, balances and payout figures, Direct Debit amendments, redraw requests.
  • Process requests for rate reviews for retention purposes, including identifying opportunities for customer retention.
  • Maintain records and notes of customer interactions and filing documents in an accurate and timely manner.
  • Identifying and providing appropriate solutions and alternatives.
  • High aptitude for following communication procedures, policies, and guidelines.
  • Recommend ways to improve processes by monitoring workflows and providing upward feedback on opportunities.
  • Provide general information and support to other team members both within Customer Service and other departments.
  • Maintain security and confidentiality of all personal and corporate information.
  • Ability to work effectively in a high-pressure environment whilst also adding to the culture – a fun, energised, dynamic start up environment.

What we are looking for in you:

  • A passion for teamwork and collaboration
  • A willingness to challenge the status quo.
  • Have a 'whatever it takes to get the job done right' attitude.
  • To thrive and grow in a fast-paced agile environment.
  • Knowledge of the mortgage industry Regulatory environment
  • Strong phone contact handling skills and active listening
  • Excellent written, oral, and interpersonal communication skills
  • You have a minimum of 3 years' experience in the financial services mortgage industry, preferably in the non-bank lending sector.
  • You have minimum 2 years' experience in a Customer Service environment.
  • You have a good understanding of home loan repayments, including but not limited to, direct debit requirements, redraw, and offset accounts.
  • You have high degree of attention to detail with excellent customer service knowledge.
  • High degree of competency in language, computer, and web applications
  • You are professional, organized, able to work autonomously.
  • You are driven and self-motivated to exceed targets and strive for excellence.

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