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SUMMARY
About the client :
A Fortune 500 global leader in technology services and digital business solutions, this company delivers comprehensive Business Process Services (BPS) and IT-enabled solutions. With a worldwide presence, it serves diverse industries including banking, healthcare, retail, manufacturing, and communications. The firm's expertise spans a broad spectrum of critical processes from finance and accounting to human resources, customer service, and supply chain management - enabling clients to enhance efficiency, drive innovation, and achieve business agility on a massive scale.
Position: Senior Process Executive (SPE)
Location: Bangalore (BLR) / Mangalore (MLR)
Work Model: Work from Office (WFO) Night shift
Shift Timing: 17:30 PM 03:30 AM
Experience: Minimum 2 years relevant experience
Reporting: No direct reportees (Individual Contributor)
Nature of Support: Non-Voice 5 Days WFO US Shift
Interview Mode: Online/Virtual
Role summary:
We are seeking a reliable and detail-oriented Senior Process Executive to join our mortgage servicing team. The incumbent will be responsible for processing loans, orders and requests across the loan servicing life cycle while adhering to established procedures and quality standards. The role requires strong communication and typing skills, good domain knowledge of mortgage documentation and loan servicing components, and the ability to identify and escalate potential issues.
Key responsibilities:
- Accurately process loans, orders, requests and claims across the loan servicing life cycle in accordance with established procedures and SLAs.
- Review mortgage documents and related records to identify red flags, discrepancies or missing information.
- Perform lien validation and liability determination; coordinate procurement of documents and information from tax agencies and other external parties as required.
- Handle components of loan servicing including escrow and non-escrow accounts; identify and resolve escrows, payment posting, and related servicing items.
- Identify parcel and title issues and escalate or coordinate resolution with appropriate stakeholders.
- Maintain high standards of quality and productivity; meet or exceed assigned KPIs and turnaround times.
- Proactively identify process gaps or recurring issues and assist the team in resolving root causes.
- Accurately update client systems and maintain complete, auditable documentation of actions taken.
- Collaborate with internal teams (quality, operations leads, client-facing teams) to ensure timely resolution of escalations and client queries.
- Assist with adhoc tasks and special projects related to process improvement or regulatory requirements.
Required qualifications & skills:
- Commerce/Finance and Arts background preferred (No MBA/BE/B.Tech/M.Tech)
- Minimum 2 years of relevant experience, preferably in mortgage servicing, loan processing or related financial services processes.
- Strong written and verbal communication skills ability to comprehend documentation and prepare clear written notes.
- Good typing skills and familiarity with data entry in client systems.
- Working knowledge of mortgage documents and components of loan servicing (including escrow and non-escrow accounts).
- Knowledge or experience with lien validation, liability determination, and procurement of records from tax agencies.
- Ability to identify parcel, title or documentation issues and follow escalation protocols.
- Strong attention to detail, accuracy and ability to work under tight deadlines in a night-shift environment.
- Comfortable working onsite and collaborating with cross-functional stakeholders.
Preferred:
- Prior experience in US mortgage processes or servicing platforms is an advantage.
- Exposure to quality frameworks and servicing KPIs.
- Familiarity with loan lifecycle systems and document management tools.
Competencies:
- Analytical thinking and problem-solving.
- Time management and meeting SLA-driven targets.
- Ownership and pro activeness in identifying and resolving issues.
- Team player with the ability to work independently.
- High level of integrity and adherence to compliance and confidentiality requirements.
