SERVICE CENTRE TEAM MEMBER HL

Role Description
Job Title
Service Centre Team Member (Senior)
Business Unit
Home Loan Product/Retail Lending
Reporting To
Branch Manager/Cluster Head/Operation Head/Business Head
Job Function and Role Type
Product/Customer Engagement/Credit/Business Development/Compliance, Individual Contributor, Light Travel
Version No
Job Purpose
Contribute to end-to-end loan operations from origination to servicing while achieving disbursement targets. Ensure compliance, customer engagement, and operational support to branch leadership.
Key Responsibilities
Disbursement and Legal Process
Collect and verify title documents for loan security.
Execute loan documentation and compliance checks.
Process disbursement of loans and insurance products.
Credit Appraisal
Conduct post-sanction loan appraisals.
Assist credit hubs with new loan applications.
Perform field investigations and site visits.
Post Disbursement Servicing and Retention of Loan Book
Process subsequent disbursement and prepayment requests.
Counsel customers on balance transfers and repricing.
Handle post-loan closure document release.
Customer Engagement and Interaction
Manage customer escalations and complaints.
Resolve online and email-based customer queries.
Branch Operation Management
Support branch manager in administration and reporting.
Manage back-office operations and branch consumables.
Assist in training new employees at the service center.
Education
Graduation required; Post-graduation in Business Management preferred.
Certifications
None specified.
Key Competencies
Sales and influencing skills, planning and organizing, communication (written and oral), knowledge of home loan products, understanding of competition and financial services trends.
Major Stakeholders
Customers, HSPL (in-house sales team), channel partners, operations, credit, legal/technical, accounts, CRM, branch operations team.