US Mortgage Specialist - Ocwen Financial Services (Onity Group) - Pune
(2010-06)
Borrower Advocacy & Conflict Resolution
- Served as a primary point of contact for resolving high-priority borrower concerns regarding payment misapplications, escrow shortages, and interest rate adjustments.
- Educated borrowers on complex mortgage terms, escrow requirements, and federal regulatory updates (TILA-RESPA) to ensure transparency.
- Investigated and resolved multifaceted inquiries related to loan documents and billing errors, providing clear, written or verbal resolutions that improved customer satisfaction.
- Detailed review of the Uniform Residential Loan Application (1003) to verify accuracy in employment, income, and asset documentation.
- Interpreting credit reports to identify liabilities, public records, and derogatory items; providing formal recommendations for loan approval or denial based on lender overlays.
- Verifying that loan files meet specific LTV (Loan-to-Value) and DTI (Debt-to-Income) requirements for various mortgage products.
- Audit files for accuracy and compliance, maintaining a high standard of quality while meeting strict daily productivity targets.
- Demonstrate thorough understanding of loan documents and regulations
- Assisted with the development of policies and procedures to improve loan processing
- Provided customer support to answer questions regarding loan documents
- Educated borrowers on mortgage terms, rates, and regulatory requirements.
- Conducted detailed reviews of loan applications for accuracy and completeness.
Sr. Process Executive - Exl Services
(2006-05 - 2010-06)
To maintain customer accounts and bill according to their usage
- Reconciliation of utility accounts
- Rectification of error and post adjustment accordingly
- Worked on special projects of rectification of legacy accounts
- Maintained customer utility accounts and usage-based billing.
- Spearheaded special projects for the reconciliation of legacy accounts and rectification of billing errors.
- Identified third-party billing inaccuracies, successfully recovering funds on behalf of the supplier.
- Received an Appreciation Award for proactive backlog clearance and dedication to project timelines.
CCE - HBL Global Pvt Ltd - Pune
(2005-09 - 2006-05)
Facilitated the sales and document analysis for Credit Cards and Personal Loans.
