Analyst

 About The Role  
 Role Purpose 
Review and screen residential owner occupied and buy to let (in both individual names andtrading companies names) property valuations ensuring these meet minimum standards, acceptance criteria and within agreed SLAs.o Following receipt, take appropriate actions including updating case details, loanamounts, pvqs, declines etc. Provide updates on declined cases to customers and brokers. The instruction and receipt of mortgage valuations and Redbook Light valuations Raise, respond and service post valuation queries for completed property valuations ensuringappropriate action is taken Action requests from colleagues, customers and brokers regarding property information, accessdetails and loan information. Protect the customer and the Bank by having a strong knowledge of anti-money launderingpolicies, customer due diligence policies and fraud prevention processes. Identification of potential external fraud, and scheme misuse to protect the bank against possible bad debts Support the successful progression of mortgage applications through the use of systems,applying the correct updates and notes in a clear and concise way Technical system knowledge of mortgage origination systems and the wider supportingsystems (quest, lender hub, etc.) Support the management of a large volume of mortgage valuations, and work is prioritisedaccordingly to deliver against service KPIs Action property and valuation related requests from others areas of the Bank including UW,Completions, servicing and financial assistance. Adhere to Standard Operating Procedures when assessing Mortgage valuations, applyingvaluation criteria and policies to the assessment to ensure appropriate decisions can be made as a result of the valuation review Do
Support process by managing transactions as per required quality standards  

Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

Update own availability in the RAVE system to ensure productivity of the process

Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

Follow standard processes and procedures to resolve all client queries

Resolve client queries as per the SLA’s defined in the contract

Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Maintain and update self-help documents for customers to speed up resolution time

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries  

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Assist clients with navigating around product menus and facilitate better understanding of product features

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Maintain logs and records of all customer queries as per the standard procedures and guidelines

Accurately process and record all incoming call and email using the designated tracking software

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client  

Undertake product trainings to stay current with product features, changes and updates

Enroll in product specific and any other trainings per client requirements/recommendations

Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

Update job knowledge by participating in self learning opportunities and maintaining personal networks
Mandatory Skills:

Mortgage( DM) .
Experience1-3 Years .