Team Manager - Telemarketing (Mortgage Loan) - บริษัท ธนาคารทหารไทยธนชาต จำกัด (มหาชน)

Lead and manage the Mortgage Advisory function to drive business growth, achieve performance targets, and deliver a high-quality customer experience. Develop and execute mortgage advisory strategies, coach and develop the advisory team, and continuously improve processes and service efficiency. Ensure full compliance with regulatory requirements and internal policies, while managing portfolio risk, resolving escalated customer issues, and supporting strong customer acquisition and retention.

Job Description:

• Lead and manage the mortgage advisory team to meet business goals and performance targets.

• Provide coaching, mentorship, and support to advisors to help them improve performance and maintain high standards of customer service.

• Ensure compliance with all regulatory requirements.

• Develop and execute the strategy for the mortgage advisory line, aligning with the company’s overall objectives and goals.

• Identify and implement improvements in processes, systems, and customer experience to increase efficiency and customer satisfaction.

• Handle escalated customer concerns, ensuring timely resolutions and maintaining client satisfaction.

• Ensure that the mortgage advisory team adheres to regulatory requirements, industry standards, and internal policies.

• Oversee the preparation of reports and documentation to comply with regulatory requirements and internal audits.

• Monitor and manage risk exposure within the mortgage portfolio, ensuring all advice is given in a responsible and compliant manner.

• Drive the growth of the mortgage advisory line by ensuring strong customer acquisition and retention rates.

• Ensure efficient processing of mortgage applications and timely resolution of any issues.

Qualifications:

• Bachelor/Master's degree in Marketing, Finance & Banking, Business Administration, or a related field.

• At least 10 years' experience in Telesales or Telemarketing for Mortgage Sales, Home Loan, Home Equity or banking industry.

• Excellent mentoring and people management skills.

• Strong in communication skills.

• High achievement drive.