Team Leader / Tech Support Engineer - Suma Soft Pvt. Ltd. - Pune
(2016-12 - 2026-05)
Mortgage Post Closing: Managed post-closing mortgage processes for multiple client portfolios, ensuring accuracy, compliance, and timely completion of documentation. Handled end-to-end post-closing activities, including document verification, quality checks, and client-specific requirements.
- Performed daily end-to-end audit of 6-8 US Mortgage loan files using investor-specific checklists in Encompass. Verified 100+ data points per file including Note, Deed of Trust, Appraisal, Income, Credit, and Closing Disclosure, POA, Name Affidavit, Final 1003, Title/CPL, First payment letter, 4506-T, NORTC, Tax information sheet, W9, Flood Certificate for accuracy, compliance, and signatures. Ensured all purchase conditions and suspense items were satisfied before delivery. Average handling tim
- Identified documentation gaps, signature issues, and data discrepancies during audit. Raised exceptions and drafted clear emails to title companies, lenders, and borrowers for corrections. Tracked and cleared all investor conditions and trailing docs to achieve 'Purchase Ready' status. Updated all remarks, conditions, and status in Encompass LOS.
- Executed 3-tier follow-up cycle at 24-hour intervals for all pending items. Escalated unresolved exceptions beyond 3rd follow-up via direct calls to respective parties to ensure timely cure of purchase conditions and meet investor purchase deadlines.
- Post audit completion, prepared final loan packages for delivery to secondary market investors. Conducted page-level review to remove blank pages, email trails, and non-essential documents. Shipped only fully compliant, purchase-condition-free packages via Investor Connect and investor websites.
- Managed stacking-only projects by receiving loan packages in Encompass and indexing documents into correct folders using drag-drop functionality. Ensured proper stacking sequence as per investor guidelines to prevent purchase condition kickbacks.
- Acted as primary POC for US-based investors and clients. Attended daily War Room calls to discuss critical files, provide status on curing purchase conditions, and resolve live issues to prevent purchase delays and suspensions.
- Maintained and monitored ISO-compliant Excel reports for all projects, ensuring audit readiness and 100% adherence to quality standards.
- Played a key role in supporting ISO audits by preparing detailed reports and ensuring proper documentation and process compliance.
- Improved reporting accuracy and tracking efficiency through structured Excel-based MIS and audit logs.
- Prepared and maintained SOP (Standard Operating Procedures), SOW (Statement of Work), and SIPOC models for multiple mortgage projects, ensuring process clarity and standardization.
- Defined end-to-end process workflows to improve operational efficiency and maintain consistency across projects.
- Collaborated with stakeholders to align process documentation with client requirements and compliance standards.
- Supported process audits and transitions by maintaining accurate and up-to-date documentation.
- Led and mentored a team of 10–15 members, achieving a 25% increase in overall team productivity.
- Drove process improvements that reduced operational errors by approximately 30% and enhanced quality benchmarks.
- Maintained over 90% SLA adherence by ensuring timely resolution of customer and technical issues.
- Designed and implemented performance incentive programs, resulting in improved employee engagement and retention.
- Collaborated with cross-functional teams to streamline workflows and ensure seamless project execution.
- Generated detailed MIS reports and performance dashboards to support strategic decision-making.
Team Leader / Tech Support Engineer - Suma Soft Pvt. Ltd. - Pune
(2016-12 - 2026-05)
US-Based Logistics Support Project: Provided technical support to employees working from office and home locations.
- Users raised tickets for: System errors, Software installation, Hardware issues, Login problems, Application-related issues
- Reviewed and analyzed support tickets.
- Resolved issues through: Offline troubleshooting, Microsoft Teams calls, Remote access support
- Escalated unresolved issues to the L2 support team.
- Updated all troubleshooting and resolution details in the ticketing system.
- Maintained TAT of 2 hours for each ticket.
Team Leader / Tech Support Engineer - Suma Soft Pvt. Ltd. - Pune
(2016-12 - 2026-05)
Domestic Housing Loan Support Project: Supported users working on the Salesforce application.
- Sales users across India raised Service Requests for loan processing issues.
- Reviewed issues using: Loan Application number, Applicant details, Error screenshots
- Performed troubleshooting and resolved issues within defined TAT.
- Updated all details in the Summit ticketing tool.
- Sent confirmation emails after issue resolution.
- Coordinated with L2 teams and third-party vendors for PAN card and CIBIL related issues.
- Maintained TAT of 1 hour for issue resolution.
- Participated in War Room meetings twice daily.
- Handled live issue resolution for pending cases directly with users.
- Improved troubleshooting, communication, teamwork, and client-handling skills.
- Experienced in working under pressure and meeting strict deadlines.
Associate – US Mortgage - Indicom Global Services - Pune
(2012-07 - 2014-08)
- Processed high-volume mortgage transactions with a strong focus on accuracy, compliance, and turnaround time.
- Enhanced customer satisfaction by effectively resolving client queries and maintaining service quality standards.
- Consistently met productivity and quality targets in a fast-paced operational environment.
- Contributed actionable insights during team discussions to improve process efficiency.
Designated Team Leader – US Healthcare - Tela India Pvt. Ltd. - Pune
(2005-03 - 2008-05)
- Supervised daily team operations, ensuring timely delivery of healthcare-related processes.
- Played a key role in recruitment and on-boarding, strengthening team capability and performance.
- Established clear communication of goals and deadlines, significantly improving team productivity.
- Protectively escalated and resolved critical optional issue within defined timelines.
