Job summary/ Job purpose/ Role Intent:
This position is responsible for ensuring that every step along the client journey from booking to payment until ownership of property is executed within the agreed project milestones and in compliance with the laid down processes. The role holder will ensure timely collection and revenue assurance for the allocated portfolio.
Key Accountabilities
Receipt of funds and issuance of receipts
Regular client communication in terms of debt status, repayment plans, support required throughout the customers' journey- (Onboarding of customer details and customer documents on CRM, Mapping of payment plans, portfolio allocation, follow up on signing of offer letters, issue of instructions to lawyers to prepare sale agreements, follow up on execution of documents).
Mortgage pipeline management and follow up.
Mapping of timed collections
Revenue assurance for allocated portfolio to issuance of cancellation notices and notification of units back to the market. (Including timely disbursements of loans).
Risk mitigation by participation on the handover documentations.
Complaint resolutions end to end with respective departments
Compliance to laid down policies and laws.
Principal Outputs for this role
Weekly status meetings with lawyers
Restructuring of payment plans for approval by the Relationship Manager and Business Development Manager.
Qualifying, approval and updating refunds for allocated portfolios
Realization of projected cash flows and income for allocated portfolios
Reporting on daily collections report for allocated portfolios
Servicing of existing and new company financial obligations
Sales output through cross selling
Provide key insights derived from customer engagements on various project milestones supporting decision making.
Key driver to improve and grow NPS scores
Requirements
Qualifications- Academic and Professional
Bachelor's degree from an accredited University preferably in a business-related field
Relevant professional certification is an added advantage
Experience
At least one-year experience in relationship management in a financial/ real estate institution
Strong proficiency in banking systems and applications especially Profits and CRM
Experience in portfolio management is a core requirement
Competencies
Technical competencies
Knowledge of CRM software and Microsoft Office Suite - Intermediate excel skills
Solid customer service attitude with excellent negotiation skills
Knowledge of KYC/AML compliance requirements
Knowledge of TCF (Treating Customers Fairly) principles
Astute product knowledge
Knowledge of portfolio management
Commercial acumen
Analytical skills
Strong communication and interpersonal skills
Emotional Intelligence; Dynamic individual with the ability to work under pressure.