Default Claims

Job Title: SPE

Reporting to: Team Manager/Team leader, Operations

**Objectives**

The SPE’s 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)**

Leadership:
Ø The SPE is responsible for maintaining constant process knowledge in the team.

Ø Responsible for maintaining and documenting all updates received from the business area.

Ø Will be a part of clients calls as required and will be responsible to update the teams alongside the Supervisors

Ø Responsible for cascading / providing training on new updates to all team members.

Ø Responsible for conducting the knowledge check.

Ø Responsible for suggesting and driving process improvements.

Ø Should have multi-tasking skills as a Trainer / QC / Processor and will conduct refresher trainings / handle Quality sessions on a need basis.

Ø Monitor and coach underperformers to improve their quality and efficiency.

Ø To be a part of the regular production and produce agreed numbers.

Ø Address and ensure resolution on all process related queries of the team members

Essential Functions:
Ø Review, analyze and ensure timely settlement of investor and mortgage insurance claims and managing claims to determine status and bring to closure and request extensions as needed.

Ø Must be updated with all investor guidelines in order to file claims.

Ø Document and maintain all system necessary for proper claim handling and follow-up.

Ø Research issues and obtain proper supporting documentation in a timely manner as requested by the investor or mortgage insurance company.

Ø Monitor claim process reports to ensure all required responses are timely filed.

Ø Complete timely audits of all assigned claims to ensure all requirements have been met and claim process can be validated.

**Qualification**:
Ø Diploma / Graduate any discipline.

Ø 2 - 4 years of experience in BPO, U.S Mortgage/ Data Processing background.

Ø Previous experience with mortgage claim filing is a requirement.

**Skill Sets**

Ø Good interpersonal skills

Ø Good written and verbal Communication skills

Ø Ability to coach

Ø Self-motivated

Ø MS Office Knowledge

Ø Flexibility to work in different shifts (especially night shifts)

Ø US Mortgage Certification will be a value add.