**Job Summary** IPosition Summary Individuals in this role are responsible for review of first level processing completed as well as processing complex loans ordersrequests and claims across the loan servicing life cycle They are expected to accurately and optimally process items in accordance with laid down procedures and maintain requisite standards of quality and productivity They also work on proactive identification of issues and assist the team in resolving the same Should have knowledge of mortgage lif **Responsibilities** IPosition Summary Individuals in this role are responsible for review of first level processing completed as well as processing complex loans ordersrequests and claims across the loan servicing life cycle They are expected to accurately and optimally process items in accordance with laid down procedures and maintain requisite standards of quality and productivity They also work on proactive identification of issues and assist the team in resolving the same Should have knowledge of mortgage life cycle and comprehend various documents like mortgage deed Title FCL BK etc Knowledge of Escrow analysis and Property tax accounting Knowledge of accounting with ability to reconcile Corporate and Escrow expenses IIKey Result Areas Processing loansordersrequests or claims as assigned by team lead Achieve Individual SLA targets for metrics like Accuracy Productivity Volumes and TAT Document and review all process changes to improve process quality of the team Completion of all mandatory assessment certifications as applicable to the supported business Maintain knowledge management database Achieve the required Learning Health Score IIITypical Responsibilities Business Customer Liaise with internal external clients Seek for approvals from internal stake holders wherever required ProjectProcess Will be the first point of contact for minor issues or questions Acquire a strong understanding of the process and actively assist in providing floor support to the team to answer any queries issues or concerns Knowledge on Property Tax Accounting Escrow analysis setup cancellations reinstatements and payments 5 BPS Horizontals Service Delivery Track Knowledge of new loan set up flood determination Mortgage Insurance tax Investor accounting and reporting document indexing imaging and retrieval Perform data researching and analysis Support the Team Leader in knowledge management by performing activities like root cause analysis on the errors made by the team members Participate on the review calls with the process owners while playing the role of an individual independent contributor Ensure all queues are cleared within the specified timelines Identify process gaps proactively and in generating process improvement ideas on productivity accuracy and consistency index turnaround time Perform functional responsibility of the process in the absence of TL Change Management Update SOPs whenever procedures are changed Communicate to the Team Lead about any such changes noticed Perform four quality checksaudits in the process and ensure error free processing Perform investigation of all loan servicing processes appearing in the inventory report as per the various criteria of prioritization Ensure adherence to meeting all SLA Client metrics Target Track and Highlight aging volumes and inventory issue to Team LeadManager on time Thorough understanding of compliance and regulatory requirements specific to the processdomain Get certified on initial domain related certifications if any Administer all required certifications Ensure 100 compliance to all certification requirements Performance delivery upto 60 of the time on daily Production Meet the daily production number Ensure the team quality scores meetexceed the SLA requirements Error analysis for respective teams aligned People Team Complete mandatory training for self as identified in the training plan for the project Align individual goals with team objectives work cohesively with the team Contribute to and participate proactively in knowledge sharing sessions Act as a buddy and mentor for Current Hires Conduct refresher training for existing associates Knowledge Management Provide training to new joiners in the team and Conduct weekly assessment to gauge the process gap Conduct peer reviews Perform functional responsibility of the process in the absence of TL Ensure quality monitoring and audits for process executives to identify areas of improvement for the team or individuals Report to the manager on performance status and any escalations Actively participate and contribute to team initiatives regular team meetings presenting of thoughts Ideas etc Floor Support Responsible for supporting the team on process queries require artifacts Handle escalation query email Documented feedback to team members Responsible for providing objective feedback and follow through of the same Require artifacts for the same IVDegree of IndependenceSupervision required Performs complex duties independently according to established guidelines Refers to supervisor typically for specific interventions exceptions Task is reviewed closely on completion Takes decision on critical loan submission and would be the 1st level point of contact for any process related queries Kaizen Automation Knowledge Management 6 BPS Horizontals Service Delivery Track VTeam Management Responsibilities NA VIQualification Education Graduate MBA Minimum Experience required 24 years BPO Transaction Data Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.