Administrative Officer

Our client, a strong player in the banking sector is looking for a consultant.

As a Customer Loyalty Member III Personal Lending, you are the primary point of contact for our customers regarding all their questions about mortgage and consumer loans. You guide customers by phone to digital channels or branch offices where possible, but primarily handle their requests directly for existing consumer and mortgage loans.

We manage their In Life consumer loan requests (certificates, complaints, contracts, early repayments, etc.) and In Life mortgage loan requests (repayments, certificates, collateral changes, etc.).

Your Key Responsibilities

• Responding to inquiries from both customers and branch offices (via phone and / or email) regarding consumer or mortgage loans.
• Administrative follow-up of In Life tasks for mortgage or consumer loans (certificates, statements, collateral changes, etc.).
• Continuously exceeding customer expectations
• Accurately logging customer interactions in the systems.
• Correctly following customer processes.
• Complying with applicable laws and regulations.
• Performing quality checks.
• Taking on all other challenging tasks you can handle.
• Collaborating with colleagues to monitor team results and take appropriate actions.
• Handling non-standard / complex customer requests and ensuring proper administration.
• Supporting the digitization of processes during internal and external audits.
• Executing non-standard customer requests and managing high-reputation-sensitive cases.
• Performing non-standardized operations that require further analysis and investigation.
• Acting as second-line control for Risk, Compliance & Quality on a sample of activities.
• Contributing to the optimization of the self-managing team’s operations.
• Inspiring colleagues about new developments within the field.
• Working autonomously
• Providing feedback to CLT colleagues on progress and formulating action plans.
• Monitoring the progress of others’ work and providing continuous feedback to optimize CLT operations.
• Processing payments / bookings.
• Acting on discrepancies between suspense accounts and internal bank accounts.
• Becoming the reference point for customer empathy and hospitality.
• Evolving from merely executing tasks and services to proactive commercial engagement.
Must have :
• Dutch
• Experience in Banking Sector (preferably with loans)
• Bachelor degree or equivalent experience

Position is hybrid