Job responsibilities:
- Review Loan documents and process transactions as per SLA
- Perform activities such as review and approval of ticket requests, documents, and loan servicing activities based on transaction’s quality scorecard
- Be an SME and understand the upstream and downstream process of supported transactions & lines of businesses supported & ensure Quality Control team is updated with any process updates/changes
- Manage the complex requests with minimum supervision and independently make the decisions related to the process
- Initiate and take a lead in Continuous Improvement Projects
- Perform root cause analysis (RCA) and familiarity with RCA tools to improve quality parameters
- Identifying process gaps/exceptions and recommending possible solutions
- Manage the exceptions and one-off transactions and follow the escalation metrics
- Develop and maintain written procedures and training materials as necessary
- Responsible to manage workflow for the team and ensure all the requests are actioned upon as per the service level agreement
- Prepare KPIs and publish/present the data on a regular basis to Managers/Senior Leaders
- Handles complex documentation under little supervision
- Handles escalated inquiries
Required qualifications, skills, and capabilities:
- Bachelor’s degree in Commerce/Accounting preferred
- 5 - 8 years of work experience, preferably in Banking/Mortgage/Financial Analysis/Statement Spreading/Loan Operations
- Candidate should be open to work in shifts
- Strong verbal & written communication to effectively communicate with various stake-holders and across levels
- Demonstrate creative problem solving and solid judgment/decision making
- Strong client focus and ability to partner with various internal groups and client
- Excellent interpersonal skills to work effectively in team environment
- Excellent comprehension and observation skills
- Attention to detail and problem solving skills
- Demonstrate the attributes of flexibility and accountability
- Exhibit client relationship and time management skills
- High level of proficiency in organizing, priority setting, and issue management
- A strong MS Office, Excel skills and knowledge in MS PowerPoint is a must