Role Overview The Process Specialist is responsible for managing complex process activities and ensuring high-quality delivery while adhering to established policies, procedures, and service-level agreements (SLAs). This role serves as a Subject Matter Expert (SME), providing guidance to team members, performing internal audit in supporting team quality, ensuring consistent evaluation standards, supporting agent coaching, handling escalations, and driving quality improvement initiatives.
Key Responsibilities
Client Default Solutions - Default Operations
- Execute and oversee end-to-end process activities with high accuracy
- Act as a Subject Matter Expert (SME) for assigned processes
- Review work completed by Process Executives to ensure quality and compliance
- Handle complex cases, exceptions, and escalations effectively
- Ensure adherence to Standard Operating Procedures (SOPs), controls, and compliance requirements
- Maintain high levels of productivity, accuracy, and timely task completion
- Collaborate effectively with team members, supervisors, and stakeholders
- Participate in process updates, training sessions, and knowledge-sharing initiatives
- Support internal and external audits and quality reviews
- Identify process gaps and recommend improvements for operational efficiency
- Provide feedback and coach junior team members using structured feedback mechanisms
- Ensure alignment with SLAs and operational targets
Competencies & Skills
- Excellent written and verbal communication skills
- Strong proficiency in MS Office (Excel, Word, Outlook)
- Advanced analytical and problem-solving skills
- Ability to multitask and meet deadlines in a rapid-paced environment
- Strong attention to detail and quality orientation
- Leadership ability to guide and support junior team members
- Strong stakeholder management skills
Experience Required
- 3 to 5 years of experience in Default Operations and Default Servicing
- Deep knowledge of the US Banking Industry
- Strong understanding of the Default Lifecycle / Loan Servicing processes
Educational Qualification
- Graduate in any discipline.
- Banking / Finance / Commerce background preferred.
Behavioral Expectations
- Strong analytical and problem-solving ability
- Mentoring mindset and ownership of delivery outcomes
- Familiarity with feedback and quality review mechanisms