1. Job Purpose
To deliver excellent customer service by acting as the first point of contact, resolving queries, delivering high-quality service across retail savings and mortgage servicing while ensuring compliance with regulatory standards and keeping customer at the heart of everything. Build trust by resolving queries, handling complaints, and offering solutions tailored to customer needs.
2. Core Responsibilities
- Delivering world-class customer support, resolving queries, and enhancing customer loyalty through exceptional service.
- Ensure that customers who are experiencing, or may experience, vulnerability due to their personal circumstances, is especially susceptible to harm receive valuable outcomes - identify, understand the impact and provide adequate support.
- Collaborate with internal teams to ensure seamless service delivery and escalate as where necessary to ensure prompt resolution.
- Conduct due diligence whilst reviewing documents or completing customer ID & verification and report suspicious activity to Finance crime for further investigation and guidance.




- Process Improvement: Identify operational inefficiencies and suggest process improvements to enhance workflow, customer journey and service quality.
- Training & Development: Complete mandatory training modules and attestations on time, staying updated on industry regulations and best practices.
- Proactive approach to invest on self-development aligned to the career goal.
- Volunteer and support the business during peaks to ensure the team achieves the required SLA expectation.
- Active participation in team engagement and CSR activities initiated by the team or people engagement group.
- Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
- To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc.,
- Work flexibly

📌 Mortgage Customer Retention Officer Ind (Bengaluru)
🏢 OSB Group
📍 Bengaluru