Role Purpose
To manage and deliver a seamless home finance experience for customers approved under the Mohammad Bin Rashid Housing Establishment (MBRHE) program by providing advisory support, ensuring efficient processing of applications, and coordinating with internal and external stakeholders through to disbursement.
Key Responsibilities Customer Advisory
- Act as the primary point of contact for MBRHE customers throughout the financing lifecycle
- Provide clear and accurate guidance on home finance products, processes, and documentation requirements
- Address customer queries promptly and proactively provide updates on application status
- Enhance customer experience by simplifying processes and ensuring transparency
Application & Case Management
- Collect, review, and validate all required documentation as per approved checklists
- Log and process applications within the system, ensuring completeness and accuracy
- Submit cases to Credit and follow up until final approval and disbursement
- Track and manage application progress, resolving any bottlenecks or pending requirements
Stakeholder Coordination
- Liaise with internal departments including Sales Support, Credit, Operations, and Legal
- Coordinate with MBRHE and other external stakeholders to facilitate smooth processing
- Ensure timely completion of documentation, mortgage processing, and deal booking
Performance & Reporting
- Maintain accurate and up-to-date MIS for all cases
- Monitor turnaround times (TAT) and ensure timely progression of applications
- Provide regular updates to management on pipeline and performance
Compliance & Quality
- Ensure adherence to KYC, AML, and regulatory requirements
- Maintain high standards of accuracy, completeness, and documentation quality
- Comply with internal policies, SOPs, and Shari’ah requirements
- Support audit readiness and minimize operational and compliance risks
Key Performance Indicators (KPIs)
- Monthly disbursement target (minimum AED 20M)
- Approval and conversion ratios
- Turnaround time (TAT) adherence
- Customer satisfaction scores
- Accuracy and completeness of submitted applications
Qualifications & Experience
- Bachelor’s degree in business, Finance, or a related field
- Minimum 3–5 years of experience in home finance, mortgage sales, or retail banking
- UAE banking experience preferred
Skills & Competencies
- Strong customer service and relationship management skills
- Excellent communication and interpersonal abilities
- Strong coordination and stakeholder management capability
- High attention to detail and process accuracy
- Analytical thinking and problem-solving skills
- Ability to manage multiple cases in a target-driven environment
Behavioral Competencies
- Customer-focused and service-oriented
- Proactive and solution-driven
- Confident and self-motivated
- Strong ownership and accountability
Internal & External Interfaces
- Sales Support Unit (SSU)
- Credit Department
- Home Finance Operations
- Legal & Risk Teams
- MBRHE representatives
- Customers
What we offer you:
- Competitive salary package
- Strong emphasis on work-life balance and wellbeing across the bank
- World-class Learning & Development platform and career development
- Generous annual leave entitlement and Private Healthcare
- Preferential banking facilities for employees
