SERVICE CENTRE TEAM MEMBER HL

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.