Job Description

- Possesses knowledge and capability to manage teams in an effective manner providing relevant guidance and support in Mortgage Servicing. Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize client satisfaction level.

- Lead a team of 10 to 20 team members

- Maintain monthly reports to track and monitor production, Quality, efficiency.

- Periodic Inflow Tracking and Quality monitoring

- Maintaining Daily, Weekly, Monthly reports

- Customer focused and Excellent Team Player/Strong Interpersonal skills

- Maintaining Daily, Weekly, monthly reports

- Be well versed with risk assessment and audit documentation

- Maintain monthly performance measurements: Timeliness, production goals, compliance/regulatory, and customer satisfaction.

- Maintain quality and production standards as defined by business. Perform other job-related duties and special projects as required.

- Additional responsibilities include:

- Maintaining service level standards

- Effective coordinating with other functions/Departments

- Hiring and Training associates

- Team meeting

- Adhering to all internal and external business deadlines

- Ensure the quality of work is not compromised and customer centric approach is followed at all times. Provide timely response for all customer requests.

- Specific Requirements.

- Process Knowledge/Experience:

- Experience in mortgage servicing, banking or financial services is preferred

- Providing Customer Service through daily interactions to create a relationship of mutual trust and confidence with customers.

- Understanding the customers’ circumstances and matching appropriate solutions through sound knowledge of practices,



policies and procedures.

- Addressing and resolving customer concerns, inquiries, issues, or complaints which have been escalated by the team

- Understanding of the different process requirements and ensure the team delivers as per below:

- o Preparing correspondence including payoff letters in a manner that reflects Bank policies and guidelines while protecting integrity of the customer

- o Coordinate with solicitors, settlement agents and brokers for loan payoff, Coordinate with Indexing teams, credit teams etc. whenever required, follow u p to meet the TAT requirements

- o Data entry into systems such as loading direct debit instructions, offsets, or nomination, changing customer information, updating existing loan information, or initiating refunding transactions.

- o Verify is the process of releasing the security titles post discharging the loans.

- Competencies/Skills:

- Strong understanding of mortgage products, loan processes and financial regulations in Australia

- Strong People & Process Management skills

- Valuable analytical, problem solving, organizational and communication skills needed

- Being Flexible for working in Multiple Shifts

- Computer literate and strong familiarity with credit financial analysis techniques

- Ability to effectively make decisions in an independent manner and availability as a resource advisor for all staff.

- Excellent verbal and written communication and interpersonal skills

- Proactive in identifying potential concerns and follow-up to resolve such issues

Location

- Mumbai

Job Function

- BUSINESS PROCESS SERVICES

Role

- Process Expert

Job Id

- 408066

Desired Skills

- General Banking

Qualifications : BACHELOR OF COMMERCE

📌 Process Associate (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai