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Not stated
Work mode
On-site
Experience
Some experience
About the role
This role sits within the Wealth and Retail Banking team in Singapore, focusing on managing residential mortgage repricing requests to retain customers and reduce attrition. You will assess pricing, packages and TDSR while balancing customer needs with portfolio profitability, and work closely with product managers and other internal partners. It suits someone with financial sector experience who is proactive, self-driven and comfortable negotiating with customers over the phone.
What you'll do
Manage residential mortgage repricing requests to support customer retention and minimise attrition
Drive retention and profitability across the existing housing loan portfolio
Negotiate pricing and packages with customers
Evaluate and assess mortgage loan TDSR (Total Debt Servicing Ratio)
Prepare and submit mortgage loan conversion requests for credit approval
Collaborate with product managers to optimise repricing packages and portfolio profitability
Execute proactive retention initiatives led by the mortgage product team
Work independently with a proactive and self-driven approach
Collaborate effectively with team members to achieve shared objectives
Adhere to the assigned work schedule
Deliver professional and courteous service in every customer interaction
Build positive rapport with customers from diverse backgrounds over the phone
Apply appropriate telephone etiquette to enhance the customer experience
Provide customers with the information required to make informed decisions
Educate customers on the products and services offered
Identify call trends and promptly escalate relevant observations to the line manager
Continuously improve productivity in line with prescribed standards and expectations
Apply effective time management, problem-solving and negotiation skills
Respond promptly to customer enquiries and requests, minimise wait times, and provide accurate product and service information
Provide professional advice and suitable solutions based on customers' needs and the Bank's products and services
Deliver high-quality telephone service to customers across segments and markets
Complete all follow-up actions arising from customer calls, including resolving complaints, escalating operational issues, recording service statistics and enquiries, and conducting ad hoc surveys where required
Attend required training and continuously enhance product knowledge and telephone skills
Deliver positive customer outcomes and uphold the Bank's reputation
Take ownership of customer issues and information requests, resolve them promptly, and provide timely updates
Maintain accurate and up-to-date records for existing and prospective customers
Arrange the timely delivery of products, information packs, brochures, and other materials to customers
Follow the established escalation matrix
Keep updated on product and workflow procedures and ensure full compliance with operational risks and controls
Ensure
Requirements
Diploma or above
1+ year experience in financial sector
Communication skills
Customer handling skills
Interpersonal skill
MS office
Benefits
Competitive salary and benefits to support mental, physical, financial and social wellbeing
Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
Flexible working options based around home and office locations, with flexible working patterns
Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
Apply on the company website
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