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Quality Assurance
Coordinate and collect monthly samples from Mortgage Sales Hubs for Quality Assurance testing;
Perform testing to ensure that the samples are adhering to the Quality Assurance guideline;
To summarize result of monthly Quality Assurance on a quarterly basis for reporting to Group Compliance Department via Self-Testing Matrix.
Procedure Manuals
To ensure Department & Hubs Procedures are up-to-date and any new processes introduced to be promptly updated in the procedures;
To implement work improvement within the department to improve productivity and accuracy.
Risk & Compliance
To assist DRCO and act as their relief in: i. Carrying out tasks as assigned by Group Compliance Department, Group Operational Risk Management and Consumer Compliance; ii. Ensuring that Mortgage Business and Mortgage Sales Hubs are adhering to the Bank's policies and procedures; iii. Acting as the Operational Risk Coordinator (ORC) as well as Business Continuity Plan (BCP) Champion for Mortgage Business and Mortgage Sales Hubs; iv. Providing advisory services relating to BNM guidelines and Bank's internal policies.
To ensure effective implementation of Audit standards;
Management of Mortgage Staff's disciplinary issues as well as non-compliance matters;
Complaint Liaison Officer
To escalate all complaints received to Customer Care Quality;
To address and resolve complaints within stipulated SLA;
To provide consistent remedies to complaints with similar issues;
To ensure that complaints are closely monitored for resolution and proper records are maintained on all sources of complaints received
Others
Ensure all sales personnel are trained on Code of Ethics, Anti-Money Laundering, BNM, Responsible Financing Guidelines, PDPA etc.;
Other ad-hoc tasks as assigned by Manager or Head of Department
