Process Specialist - Data

We are seeking a dedicated Process Specialist for our B&L team with 4 to 6 years of experience. The ideal candidate will have strong technical skills in MS Excel and preferably domain experience in Customer Verification-Mortg Ln Customer service (Mortgage). This role requires working from the office during night shifts. No travel is required.

Responsibilities

Oversee the daily operations of the B&L process to ensure efficiency and accuracy.

Provide expert support in MS Excel to analyze and manage data effectively.

Ensure all customer verification processes for mortgage loans are completed accurately and timely.

Handle customer service inquiries related to mortgage loans providing clear and concise information.

Process associate is expected to meet or exceed the set / agreed target in a given timeframe both during the training period and in the period following training.

The productivity targets will be revised based on the tenure and any such changes will be made known to the associate.

Quality

Process associate is expected to meet and exceed the minimum quality benchmark according to the guidelines specified.

The quality targets will be revised based on the tenure and any such changes will be made known to the associate.

Feedback

Process associate is expected to be open and receptive to feedback and should view the feedback mechanism as a tool for constant self-improvement and process development.

Qualification

Graduate/Diploma (3 year) in any discipline. Bachelors degree in accounting or finance or related field would be preferable

Skill Sets

Experience of working in customer service/webchat Customer verification for mortgage domain is desirable

Experience in web chat function in BFSI domain

Strong oral and written communication skill with mortgage domain experience

Good analytical and reasoning skills - Ability to understand complex situations completely by asking relevant fact-finding questions to determine the exact process steps required to respond and provider resolution to customer queries to synthesize the available information in the right context to arrive at the accurate and complete resolution

Have a strong understanding of mortgage loan processes and customer service principles.

Exhibit the ability to manage multiple tasks and prioritize effectively.

Certifications Required

Certified Mortgage Servicer (CMS) Microsoft Office Specialist (MOS) in Excel

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