Edwin William Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Creating and reviewing policies and procedures for Business Units that fall under the umbrella of Default Servicing Operations ControlAchieved timely resolutions through proactive communication and escalation of findings to the senior operations team.Assist the departments in establishing internal procedures to prevent compliance failures.Work with the Legal and Compliance team to ensure that the necessary policies and procedures for BU functions are implemented.Identify and address process improvement opportunities.Maintain the change control management tracker to ensure that every change identified for all BUs is reviewed, tracked, and validated through the tier calculator.Assess the compliance risk in all the processes that fall under the umbrella of default servicing operations control.Monitoring and controlling that all business units adhere to compliance standards and deliver continuous improvements to relevant processes.Prepare regular reports and presentations for senior management to provide visibility into compliance status and improvement efforts.Ensure all legal emails are reviewed and sent to customers on time and all customer complaints are closed as per TAT.Review compliance bulletins for all departments that fall under Default Services and provide regular updates to senior managers and process owners on the status of the project.Reviewing and monitoring the loan level reports, identifying and solving issues relating to the performance of the business operations.Providing training to other members of the team on the policy tech items.Conduct quality tests to evaluate potential issues throughout selected departments; identify and address process improvement opportunities and recommended solutions for resolution.

Verify and update the contact information for customers, whose accounts do not have good phone numbers and mailing addresses.Process Spoc for Skip Team BangalorePerformed QC on skip-traced loans to ensure the phone numbers and mailing addresses were correctly updated and provided feedback.When there was a high volume of work to be done, we supported departments such as Tax and Escrow as well as ERM and Customer Resolution.

Assisting customers with their loan accounts by providing the latest transaction history, updating payment information, processing payments, and explaining the late fees.Setting up temporary repayment plans on the account by working out the customer’s income & expenditures.Requesting for the loan modification applications for customers who are going through financial hardship, setting up callback appointments with the Relationship Managers Explaining the Charges Policy to customers for late payment.Raising research requests for payment disputes and documenting customer complaints.Explaining the escrow analysis and the reasons for the increase in the monthly payment.

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