Responding to and resolving queries received through emails/fax as well processing tasks and requests. Taking inbound calls from external and internal customers as well as making outbound calls. Attending to Mortgage Managers' enquiries and disputes) and providing quick, accurate and correct response and resolution. Escalating specific matters, queries and concerns to the appropriate or relevant department once issue has been identified. Escalating matters that are normally being handled by Credit, Sales, Retention, Settlements, etc. Collaborating with other teams/departments such as Arrears, Sales, Retention, Settlements and Discharges Regularly communicating with team members and colleagues to obtain updates and making sure that messages, updates and initiatives are clearly understood Delegating email tasks and TDIs to relevant team member(s) to look into and action, checking if correct procedure and appropriate resolution have been made. Organising welcome calls Assisting the Retention team and Sales Support (for pre-qualifications) Organising and actioning other ad-hoc activities