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
Robust 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
Solid analytical and problem-solving ability
Mentoring mindset and ownership of delivery outcomes
Familiarity with feedback and quality review mechanisms