Customer Service - Loan Officer | Pioneer Account

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Process Associate, Process Developer, Loan Servicing Officer

Bank Operations Client Service Officer’s primary responsibility is to be a part of a high performing team that delivers to the desired business and client outcomes. This role will assist the Team Manager in motivating their team and creating a client led culture.

Responsibilities

Inbound calls from Mortgage Brokers

Providing outstanding service to clients, colleagues, partners and stakeholders (internal and external)

Case management, enhanced customer due diligence

Escalation of regulatory reporting mattersand create process related reports

Achievement of daily Key Performance Indicators of individual and team

Meeting or exceeding quality assurance targets

Effective Client Account Management to drive client advocacy

Raising issues through the correct channels, challenging positively and proactively working to overcome barriers.

Adding value to each client interaction by understanding the client needs and adapting to find the best service approach

Identify and implement continuous improvements

Liaise with clients, internal business units, law enforcement agencies, industry representatives and other financial institutions

Respond to broker queries via all channels call/digital/email/ - call general inquiries, investigation, account information, questions on rate balance limit etc

Qualifications we seek in you!

Minimum Qualifications / Skills

• Mortgage Lending Experience is required
• Contact Centre Experience required

Prior experience in processing roles with experience managing multiple systems

• Previous experience in a fast-paced client focused environment desirable
• General understanding of banking processes and products gained through previous banking experience
• Experience in working with multiple stakeholders across a wide range of business area
• Strong communication skills/ verbal communication

Preferred Qualifications/ Skills

• Ability to recognise, analyse and solve problems
• Strong numeracy and communication (both oral and written) skills
• High level of attention to detail and commitment to quality
• Professional telephone manner with the ability to build rapport with clients/stakeholders
• Flexible and willing to try different approaches to reach successful outcomes
• Understanding of the financial services industry
• Accountability in all aspects of case management
• Knowledge and experience in using complaints procedure
• Passionate about helping people and excited about a career in Client Service
• Positive attitude and desire to make a difference
• Thrives from working in a team environment with high performing people
• Ability to build effective working relationships with both internal & external staff
• Conflict resolution and negotiation skills
• Strong understanding of team and business requirements
• Comfortable with being measured and is accountable for own performance and results
• Strives to identify efficiencies and improvements to how we operate
• Ability to handle high work volumes and perform effectively under pressure
• Time management and ability to keep to deadlines
• Desire and ability to constantly develop and maintain Client Service skills
• Experience in multi-tasking to meet all work requirements & timeframes

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.