Retention Officer
Colcap Servicing Pty Ltd
Taguig, PH
3d ago

Job Description

The Retention Officer's role is significantly important as it relates to retention of customers.

Responsibilities and Tasks :

  • Assist the Senior Retention Officer (Sydney) with the daily retention of customers
  • Assist with Borrower's hardship matters
  • Day to day running of Retention inbox
  • Assist with organising Welcome calls and letters
  • Responding to and resolving queries received through emails / fax as well as processing tasks and requests
  • Taking inbound calls from external and internal customers as well as making outbound calls
  • Attending to Mortgage Managers' enquiries and disputes and providing quick, accurate and correct resolution
  • Escalating specific matters, queries and concerns to the appropriate or relevant department once issue has been identified
  • Regularly communicating with the Retention and Customer Service teams to obtain updates and making sure that messages, updates and initiatives are clearly understood
  • Preparing letters (e.g. dishonour letters, notification and / or conversion, confirmation and / or customised letters)
  • Actioning work items in a timely manner and updating internal system data as required
  • Actioning other ad-hoc activities due to business exigencies or as deemed necessary by Management to achieve business goals
  • Minimum Qualifications

  • Preferably with at least 1 year of working experience in the related field
  • With Australian mortgage experience is an advantage
  • Confident and articulate, able to engage in conversations and build relationships with clients at the highest level
  • Strong management skill, able to work well under pressure and on flexible schedule
  • Exhibit professional demeanour
  • Ability to communicate in writing in a professional manner
  • Good attention to detail and excellent analytical skills
  • Ability to follow and understand instructions and procedures
  • Good planning, organising and multi-tasking skills
  • Must have proficiency with various software applications programs including e-mail messaging applications
  • Ability to provide insight based on analysis
  • Self-motivated and has knowledge-sharing mentality
  • Ability to work on deadlines with less supervision
  • Perks and Benefits

  • Special Leave Benefits for Women
  • Single Parent Leave
  • Medical / Health Insurance
  • Paid Sick Leave
  • Paid Holidays
  • Paid Vacation Leave
  • Maternity & Paternity Leave
  • Required Skills

  • Business Correspondence
  • Organizing and Planning
  • Persuasion and Negotiation
  • Customer Service
  • Time Management
  • Critical Thinking
  • Communication Skills
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