Process Specialist - Data

We are seeking a Process Specialist for our B&L team with 4 to 6 years of experience. The ideal candidate should have strong technical skills in MS Excel and preferably domain experience in Customer Service (Mortgage) Frclsr Claim File&srv (MortgLn). This is a work from office position with night shifts and no travel required.

Responsibilities

Responsible for ensuring written complaints received by email or through the customer servicer portal are researched and responses are conducted within the timeframes required by law. In doing so resources will need to review loan history loan notes loan documents and P&Ps for background on each loan and/or process. Resources may need to communicate with other departments for assistance in resolving the underlying issue.

48 months to 72 months experience being part of below functions

Experience of working in Complaint resolution or webchat for mortgage domain is desirable

Strong oral and written communication skill with mortgage domain experience

Senior Process associate is expected to meet or exceed the set or 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.

Qualifications

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

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

Good keyboard skills Formal Training in Typing would be an added advantage. Typing speed of 30 wpm.

Good customer service attitude.

Stress tolerance Ability to work accurately under pressure.

Good Team Player

Willingness to work in night shifts

Certifications Required

Certified MS Excel Specialist or equivalent certification.

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