JOB PURPOSE
The Relationship Officer Mortgages is responsible for providing operational and administrative support to the mortgage team. The role ensures seamless processing, compliance, and efficient documentation of mortgage applications, disbursements, and portfolio management. The administrator also acts as a liaison between the bank, clients, and external stakeholders to maintain high service standards.
KEY RESPONSIBILITIES
- Mortgage Application Processing
- Loan Disbursement
- Documentation and Records Management
- Customer Support & Stakeholder Coordination
- Compliance and Reporting
- Personal Leadership & Development
- Mortgage Application Processing
- Review mortgage application documents for completeness and accuracy.
- Input client and loan information into the core banking system.
- Liaise with clients to address any missing or incomplete documentation.
- Coordinate with credit analysts and valuation teams for timely application processing.
- Loan Disbursement
- Prepare and verify loan disbursement documentation.
- Ensure all approvals are in place before disbursement.
- Coordinate with the legal department to finalize property charges and securities.
- Documentation and Records Management
- Maintain accurate and organized client files, ensuring compliance with data protection regulations.
- Update client records in the banking system to reflect loan status and changes.
- Ensure all documentation complies with CBK prudential guidelines and internal policies.
- Customer Support
- Act as the first point of contact for client inquiries regarding mortgage applications.
- Provide clients with updates on application status and disbursements.
- Resolve minor issues or escalate complex matters to the Mortgage Specialist.
- Compliance and Reporting
- Conduct routine checks to ensure mortgage files meet compliance standards.
- Prepare monthly portfolio performance reports for internal use.
- Monitor repayment schedules and alert clients on upcoming due dates.
- Liaise with property valuers, legal advisors, and insurance companies to ensure smooth processing.
- Coordinate with branches to address client concerns and enhance service delivery.
- 6. Personal Leadership & Development
- Manage self by showing drive and motivation, an ability to self-reflect and a commitment to learning.
- Communicate effectively communicate clearly, actively listen to others, and respond with understanding and respect.
- Commit to Customer Service: provide, customer-focused services in line with banking sector and organizational objectives – adherence to the bank customer service charter and ensure personal accountability so as to meet the laid down Service Level Agreements (SLA) and work within stipulated Turn Around Time (TAT).
- Work Collaboratively Collaborate with others and value their contribution.
- Deliver Results Achieve results through the efficient use of resources and a commitment to quality outcomes.
- Think and solve problems, analyze and consider the broader context to develop practical.
- Keeping abreast with staff communications, attending staff meetings – morning huddles and weekly progress meetings.
- Responsible for own career within the bank and preparing an annual Personal Development Plan (PDP) and ensuring its actualization.
- Adherence to the banks policies and procedures, dress code, code of conduct, HR policies and procedures and follows laid down grievance and disciplinary procedure to ensure a conducive work environment.
- Closure of identified deficiencies from concluded audits, correction within stipulated timelines, and ensure no repeat findings.
Live the brand values as a Sidian Bank brand ambassador and always project the right image of the bank to both staff and customers.
DECISION MAKING AUTHORITY
- Verify the completeness of mortgage application files.
- Recommend applications for review or additional documentation.
- Escalate compliance or risk concerns to senior team members.
ACADEMIC BACKGROUND
- University degree or above in a relevant business discipline e.g. business administration or finance.
- Diploma in Banking, Business Administration, or a related field (an added advantage).
WORK EXPERIENCE
- A minimum of three (3) years experience in Mortgage administrationion and operations within a banking or financial services.
- Good experience in Relationship Management.
SKILLS & COMPETENCIES
- Excellent organizational and time management skills.
- Attention to detail and accuracy in documentation.
- Good knowledge of Bank Products & Services
- Good knowledge of Banking operations, Risk and Compliance
- Highly analytical and ability to challenge status quo based on quantitative facts and impacts
- Ability to develop periodical and adhoc reports
- Good Communication skills – oral and written
PROFESSIONAL CERTIFICATION
- Certifications in Banking Operations or Compliance are an added advantage.
