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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