Officer, Credit Operations - Retail Lending Unsecured Loans

About the Role

The Officer in Credit Operations is responsible for the end-to-end verification and processing of loan documents across various unsecured loan products such as Mortgage - Home Loans, SME / LAP (Loan Against Property), and Auto/Car Loans, strictly adhering to established operating guidelines and SOPs.

Key Responsibilities

• Thorough review and verification of loan documentation (including KYC, application forms, offer letters, loan agreements, property documents, insurance policies, and undertakings) ensuring alignment with credit approvals and Standard Operating Procedures.
• Preparation and maintenance of detailed checklists for credit documentation to identify discrepancies and raise exceptions as necessary.
• Execution of loan disbursal transactions, updating loan information accurately within the system and ensuring all financial entries are error-free and properly authorized via maker-checker controls.
• Handling of loan servicing requests such as settlements, postponements, rescheduling, due date modifications, insurance switches, amendments, and issuance of release letters post settlement.
• Compliance with ADM rules for transaction processing and maintaining high standards of quality and accuracy in documentation reviews and system transactions.
• Management of MIS trackers with timely updates and circulation to key business stakeholders, and conducting GL reconciliations within designated timelines ensuring zero exceptions.
• Tracking deferrals, insurance policies, and group insurance monthly declaration reports, while liaising with departments to resolve system issues and participating in User Acceptance Testing (UAT) for system enhancements and automations.
• Supporting adhoc business requirements, addressing customer complaints promptly, and coordinating closely with onshore teams to meet service level agreements and turnaround times.

Performance Indicators

• Verification accuracy and thorough scrutiny of all secured loan documentation and contracts.
• Timely and correct execution of loan disbursements and update of MIS track records.
• Efficient processing of servicing requests and system transaction executions.
• Prevention of fraudulent cases with validated information authenticity.
• Successful GL reconciliation with prompt reporting.
• High customer satisfaction with negligible complaints and adherence to TAT and SLA targets.
• Consistent achievement of KPIs and accuracy benchmarks.

Operational Framework

• Assist team leaders by resolving daily issues and queries while maintaining quality standards with zero exceptions.
• Operate within defined product policies and parameters, analyzing and improving error rates in processes.
• Carry out transactions following established processes and delegated authority limits.

Required Knowledge, Skills and Experience

• Graduate with 1 to 3 years’ experience in operations, preferably within banking or credit.
• Strong analytical capabilities and excellent command of MS Office applications including Word, Excel, PowerPoint, and Outlook.
• Good understanding of banking policies and credit parameters.
• Effective communication and interpersonal skills to interact with multiple stakeholders.