Administrative Assistant

Looking for your next challenge as ad administrative officer with 3 days remote? As Administrative Officer within the Personal Lending team, you are the primary point of contact for our customers regarding all their questions about mortgage and consumer loans (no prior knowledge needed). 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 (In Life). 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 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: creating the WOW effect.· 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.· Serving as the gatekeeper of the SLA and the customer promise.· Working with complex SLAs.· Contributing to the optimization of the self-managing team’s operations.· Inspiring colleagues about new developments within the field.