Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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NICOLE CHEN

Summary

  • 10 + years of experience in the Mortgage industry
  • Extensive knowledge of rules and regulatory requirements pertaining to Mortgage Loans
  • Recognized for problem solving skills and ability to run a team that can efficiently deliver targets set

Overview

10
10
years of professional experience

Work History

Team Lead - Customer Solutions (Consumer Deposits and Secured Lending)

DBS Bank Limited
10.2021 - Current
  • Actively guide and manage team of 12 Relationship Officers in their day to day responsibilities relating to Housing Loan retention.
  • Manage repricing approvals / deviation requests.
  • Ensure that relevant targets are met / outcomes are delivered
  • Actively liaise with internal stakeholders to:
  • Ensure that pricing is competitive vis-a-vis competitors in order to maintain marketshare within the industry
  • Experiment on campaigns / promotions to drive customer loyalty
  • Ensure that inter department communication is kept up to date between call centre, secured loans operations and loans product.
  • Monitor call volume and reduce demand from call centre.
  • Manage demand with Secured Loans Operations and engage in workflow Process Improvement to streamline workflow and reduce employee toil.
  • Handling of escalations relating to Mortgage Loan customers.

Team Lead - Account Care (Business Development - Accounts Management Team)

Maybank Singapore Limited
05.2018 - 10.2021
  • Actively guide team of 8 Account Managers in their daily responsibilities relating to Housing Loan retention.
  • Work with Strategic Alliance Team to prevent attrition, generate additional fee revenue, and grow banking relationship with existing mortgage customers.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Ensure that applications meet credit / regulatory requirements.
  • Pioneered and conducted bi-annual training sessions with Branch Relationship Managers so that they are able to handle basic mortgage loan enquiries.
  • Handling escalations from the bank's Customer Experience Management Team (CEM) and Monetary Authority of Singapore (MAS)
  • Liaising with bank’s legal and documentation team to improve work processes and efficiency
  • Conduct periodic service quality checks to ensure that service rendered is in line with bank’s policy
  • Organizing team’s role in MAS relief schemes for mortgage loans in view of COVID-19

Account Manager (Business Development - Accounts Management Team)

Maybank Singapore Limited
11.2015 - 04.2018
  • Maintain the bank's mortgage portfolio, prevent attrition, source new mortgage loans, attend to loan restructuring enquiries, and generate additional revenue.
  • Sourcing for new mortgage loans via external referrals.
  • Actively acquire deposits and cross-sell banking products.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Financing Solutions Manager (Mortgage - Business Development)

Maybank Singapore Limited
11.2014 - 10.2015
  • Source new mortgage loans, build relationships with financial advisory firms and real estate agencies, provide mortgage loan advisory, perform preliminary assessments, assist clients in loan applications, and conduct KYC/due diligence.
  • Enhanced client satisfaction by providing tailored solutions to meet their specific needs.
  • Maintained strong relationships with key clients through regular communication and exceptional service delivery.

Education

Bachelor of Business Administration -

ISG Paris / University of Wales

Skills

Customer Focus

Analytical Thinking

Complex Problem-Solving

Stakeholder Management

Coaching and Mentoring

Performance monitoring

Complaint resolution

Regulatory Compliance

Languages

Fluent in English and Mandarin

Personal Information

  • Notice Period: 1 month
  • Date of Birth: 06/29/91

Timeline

Team Lead - Customer Solutions (Consumer Deposits and Secured Lending)

DBS Bank Limited
10.2021 - Current

Team Lead - Account Care (Business Development - Accounts Management Team)

Maybank Singapore Limited
05.2018 - 10.2021

Account Manager (Business Development - Accounts Management Team)

Maybank Singapore Limited
11.2015 - 04.2018

Financing Solutions Manager (Mortgage - Business Development)

Maybank Singapore Limited
11.2014 - 10.2015

Bachelor of Business Administration -

ISG Paris / University of Wales

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NICOLE CHEN