CUSTOMER CARE ASSOCIATE

This role is responsible for processing loan-related transactions, handling customer inquiries, maintaining records and documents, and supporting various loan servicing and post-booking activities while ensuring compliance with bank policies and regulatory requirements.

Key Responsibilities

• Process and support various loan servicing transactions, including:
• Counter and customer support services
• Collateral and document safekeeping
• Cancellation of Mortgage (COM) processing for fully paid loans
• Loan maintenance and certification requests
• Rate adjustments and loan repricing
• Loan modification requests
• External refinancing/loan takeout processing
• Accounting-related and administrative transactions
• Provide customer assistance through:
• Walk-in/client counter services
• Phone inquiries and service requests
• Email and digital channels
• Customer complaint and feedback resolution
• Maintain accurate records and documentation.
• Ensure adherence to internal controls, policies, procedures, and regulatory requirements.
• Participate in process improvement initiatives and projects.
• Perform administrative, clerical, and other assigned duties.