Job Description

overview

Our client in the financial sector is seeking to recruit a skilled Team Leader Customer Service Officer who will be responsible for providing efficient, professional, and customer-focused support to clients of the Loan Department. The role serves as the first point of contact for customers, handling enquiries, assisting with loan applications, coordinating documentation, and ensuring a seamless customer experience throughout the loan process. The ideal candidate should possess excellent customer service skills, strong administrative capabilities, and the ability to provide a professional and seamless experience to customers while supporting the growth and operational efficiency of the Loan Department.

Responsibilities:

Serve as the first point of contact for customers visiting, calling, or contacting the Loan Department, providing accurate information and professional guidance on loan products, eligibility requirements, application procedures, and services;
Deliver a high standard of customer service throughout the customer journey, responding promptly to enquiries, requests, complaints, and service issues while escalating complex matters where appropriate;
Assist customers with the completion of loan applications, collection and verification of supporting documents, and ensure application files are complete and properly maintained prior to credit assessment;
Liaise with the Credit Team, Relationship Officers, and Loan Operations to facilitate the efficient processing of loan applications and keep customers informed of application progress.
Coordinate the preparation and execution of loan agreements and related documentation, and assist with loan disbursements and customer onboarding activities;
Build and maintain positive customer relationships through regular follow-ups, including post-disbursement contact, while supporting customer retention and cross-selling opportunities;
Assist with loan repayment reminders, follow-up of overdue accounts, and collection and recovery activities as directed by management, ensuring customer and repayment information is accurately updated;
Maintain accurate and up-to-date customer records in the loan management system and ensure proper filing, document retention, and record management.
Prepare customer correspondence, statements, loan-related documentation, departmental reports, and management information as required;
Support departmental audits, compliance reviews, and operational activities to ensure effective and efficient delivery of loan services;
Ensure compliance with Company policies and procedures, AML and KYC requirements, data protection standards, and applicable regulatory requirements, while maintaining strict confidentiality of customer and Company information.