Senior Loan Processing & Customer Experience Specialist

HLB

Petaling Jaya

On-site

MYR 60,000 - 90,000

Full time

14 days+

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Job summary

Hong Leong Bank is seeking a detail-oriented professional to support the Auto Loan Centre with loan processing, data entry and customer service. You will conduct KYC calls, verify documents, assist in pricing deviations, and ensure timely loan approvals in RAMCI, FIS and LOAD$ systems.

The role requires good communication, 40 WPM typing, and the ability to manage confidential information in a fast-paced environment.

Qualifications

Minimum tertiary education or equivalent certificates qualification.
Good communication and interpersonal skills.
Proactive, customer-oriented and able to work independently.
Ability to work in a fast paced environment, under short time constraints and within established deadlines.
Minimum 40 WPM typing speed with high accuracy.
Ability to handle and maintain confidential information.

Responsibilities

Assist the Centre Manager to oversee daily business operations.
Review loan application submitted by EHP, unqualified cases to be reject outright.
Verify and process loan application for credit approval.
Scan VSO, consent form, income document and other necessary documents.
Perform thorough KYC via phone interview conversation with loan applicant.
Follow-up with customer on any pending document for loan approval.
Calculate business income from Bank statement.
Data entry and upload necessary documents into LOAD$ system.
Follow-up with EHP/dealer on loan processing KIV and advice on loan pricing.
Loan processing
Review loan application submitted by SMS
Verify and process loan application for credit approval which required system access (RAMCI and FIS / Redbook)
Assist in pricing deviation
Segment cases into processable or non processable
Escalate processable cases to CED; to recommend outright reject non processable cases for Manager’s review
Loan mitigation-Perform credit evaluation and recommendation
Review cases to see if extra documents are required
Assist EHP on witnessing and signing of loan agreement
Attend to phone or walk-in customer queries and complaints
Perform FIS lodgment
Compile loan documentations according to Bank guidelines for disbursement
Follow up with EHP/dealer on funding defect
Manage sales tracking tools and reporting
Conduct annual Centre review on fixed asset and dispose obsolete asset
Responsible for gift fulfillment on sales campaign
Perform monthly stock count on premium item
Maintain positive business relationship with all stakeholders
Recommend or fine-tune processes to improve business operations
Mentor and guide new/junior employee
Involvement in ad-hoc or any other related task deemed required