Process Executive at COGNIZANT TECHNOLOGIES (2021-05 – 2023-10)
Department: Mortgage. Process: TAR and Escrow
- Processed Tax and Assessment Review (TAR) activities for U.S. mortgage loans by reviewing tax information, validating records, and ensuring accurate updates in the servicing system
- Conducted detailed research on property taxes, hazard insurance, flood insurance, and other escrow-related items to ensure compliance and accurate account maintenance.
- Coordinated with insurance companies, tax authorities, agents, and third-party vendors to obtain required documents, verify policy information, and resolve discrepancies.
- Reviewed and updated hazard insurance and flood insurance policies, including coverage amounts, effective dates, policy renewals, and borrower information.
Senior process executive at COGNIZANT TECHNOLOGIES (2025-03 – Present)
Department: Mortgage. Process: Loan servicing and Escrow
- Provided end-to-end resolution for borrower requests and loan servicing issues throughout the mortgage lifecycle.
- Reviewed mortgage statements, payment history, homeowner's insurance records, and condominium-related documentation to ensure accuracy and compliance.
- Consistently achieved daily productivity targets while maintaining Average Handling Time (AHT) within defined Service Level Agreements (SLAs).
- Maintained high-quality standards and achieved a 98% quality score through strong attention to detail and adherence to process guidelines.
- Assisted in onboarding and mentoring new team members by sharing process knowledge, best practices, and floor support guidance.
- Collaborated with internal teams to deliver timely and accurate resolutions for customer and loan servicing requests.
