Officer, Credit Operations.Retail Ops - Lending Ops - UnSecured Loans.Operations Group

Role Overview

Officer, Credit Operations in the Retail Operations, Lending Operations, Unsecured Loans team within the Operations Group at Mashreq.

Role Purpose

Execute credit operations across mortgage, SME, loan against property, and auto loan products. Verify loan documentation, execute disbursals, manage loan servicing requests, maintain accurate financial records, and ensure compliance with standard operating guidelines and regulatory requirements.

Key Responsibilities

Mortgage & Home Loan Operations

• Perform verification of loan documents as per standard Operating Guidelines for Mortgage-Home Loan conventional and Islamic products.
• Verify all disbursal documents provided by Sales team including KYC, application form, offer letter, loan agreement, property documents, insurance policies and undertakings and ensure documentation is in line with Credit approval and SOP guidelines.
• Prepare documentation check list for all credit documents required as per offer letter and record observations and discrepancies in check list and raise exceptions.
• Execute loan disbursals and ensure loan fields are updated as per documents provided in system.
• Ensure financial transactions are posted without error and forwarded to Checker for authorization.
• Handle loan servicing requests including loan settlement, postponement, rescheduling, due date change, insurance switch, loan amendments and issuance of release letters post loan settlement, including review of customer documents and approvals and transaction execution in system.
• Ensure ADMs are adhered to for transaction processing.
• Ensure appropriate controls are in place and maker checker process is followed for documentation check and transaction execution.
• Ensure quality is maintained in documentation review and transaction execution.

SME & Loan Against Property Operations

• Perform verification of loan documents as per SME standard Operating Guidelines.
• Verify all disbursal documents provided by Sales team including KYC, application form, offer letter, agreement, property documents, insurance policies and undertakings and ensure documentation is in line with Credit approval and SOP guidelines.
• Prepare documentation check list and record observations and discrepancies in check list and raise exceptions.
• Execute loan disbursals in system and ensure loan fields are updated as per documents provided.
• Ensure accuracy of financial transactions and forward the cases to Checker for authorization.
• Ensure quality and accuracy in documentation review and transaction execution.

Auto & Car Loan Operations

• Perform verification of loan documents as per car loan standard Operating guidelines.
• Prepare documentation check list and record observations and update the check list with discrepancies in loan documents and raise exceptions.
• Issue LPO for auto loans post documentation review and forward the case to checker for review and authorization.
• Execute loan disbursals and ensure loan fields are updated as per documents provided in system.
• Ensure financial transactions are posted without error and forwarded to Checker for authorization.
• Execute lien and releases in system as per loan document and customer request.
• Ensure quality and accuracy in documentation review and transaction execution.

Reporting & Reconciliation

• Ensure MIS tracker is updated in timely manner and circulated to key business stake holders.
• Ensure tracking of deferrals and insurance and report escalation to relevant stake holders.
• Perform tracking of externally assigned insurance policies as per defined process.
• Prepare monthly declaration reports for group insurance cases to obtain life and property coverage.
• Perform GL reconciliations within agreed timelines and ensure nil exceptions and circulate the reports to all stake holders.
• Track system issues and liaise with various departments for issue resolution.

Quality & Stakeholder Management

• Participate in UATs for system changes and automation.
• Support adhoc business requests.
• Review and resolve customer complaints.
• Ensure effective coordination with onshore team to meet SLA and TAT.
• Maintain positive working relationships with colleagues.
• Handle day to day queries and issues and assist team leader to resolve the same.
• Maintain quality standards with nil exceptions.

Process Improvement & Governance

• Establish authenticity of the information provided and ensure that no case passes fraudulently.
• Understand the policies and parameters of product for disbursement process and be able to transact within the system and tackle day to day system based hindrances.
• Analyze the errors committed and work to improve those errors.
• Execute transactions as per laid down process and delegated limits.
• Scrutinize all loan documents and contracts for secured products.

Qualifications & Experience

• Graduate with 1–3 years' work experience in operations.
• Experience in banking policies and credit parameters.

Skills & Competencies

• Excellent analytical skills.
• Good system skills and proficiency in MS Office including Word, Excel and Power Point.
• Good communication and interpersonal skills.
• Proficiency in MS Outlook.

Additional Information

• Execute disbursement in system and update MIS Trackers.
• Perform verification of servicing requests and execute transactions in system.
• Perform GL reconciliation and circulate the reports to stake holders.
• Ensure customer satisfaction with nil complaints.
• Ensure TAT and SLA is maintained for loan processing.
• Meet KPI and accuracy benchmarks.