SPE/SME/TL

Job Title

Objectives

The SPEs objective is to actively assist a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team leader/Team Manager, Operations, who will be the first point of contact for any issues, questions, or concerns.

Key Result Areas (KRAs)

Operations:

• Has to complete transactions as per the target set on a daily/weekly/monthly basis.
• SPE needs to be an expert in US foreclosure process (End to End).
• 2+ years’ experience working with foreclosures in a servicing/collection’s environment.
• The SPE is responsible for maintaining constant Foreclosure end to end process knowledge in the team.
• Maintaining and documenting all process and investor updates received from the business area.
• Will be a part of clients calls as required and will be responsible to update the teams alongside the Supervisors.
• Regular cascading / providing training/ refreshers sessions on updates latest updates received from business and investors to all team members.
• Conduct the regular knowledge checks with the teams.
• Actively involved in suggesting and driving process improvements.
• Should have multi-tasking skills as a Trainer / QC / Processor and conduct refresher trainings / handle Quality sessions as per process requirement.
• Monitor and coach underperformers to improve their quality and efficiency.
• Be a part of the regular production and produce agreed numbers.
• Address and ensure resolution on all process related queries of the team members.

Qualification:

• Diploma / Graduate any discipline.
• 2 - 3 years of experience in BPO, US Mortgage/ Data Processing background.
• Minimum of 2 years in the Sr. Foreclosure -Process Expert role.

Skill Sets

• Experience in foreclosure, and mortgage servicing.
• Should have knowledge of banking industry rules and regulations, and government regulations regarding foreclosures.
• The ability to multitask and follow mortgage-servicing guidelines accurately is imperative.
• Need to be well-versed with US Regulatory and investor guidelines.
• Good interpersonal skills
• Good written and verbal Communication skills
• Analytical and good judging skills
• Ability to grasp and learn quickly.
• Ability to coach
• Self-motivated
• MS Office Knowledge
• Ability to plan.
• Should be able to prioritize the daily work.
• Flexibility to work in different shifts.
• US -Mortgage Certification will be a value add.