Reshma Goyal Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Manage global teams filing GSE, Government (FHA & VA), Mortgage Insurance, Reverse (Default & Assignment) Claims. In addition, also manage the Non-Borrower billing process working with Investors & Master Servicers to recover investor billable advances.

Bengaluru, Karnataka, India

• Managed Customer Service and Escalation Relationship Management teams across India, Philippines & US and responsible with teams responsible for inbound calls from borrowers with general request and/or escalations• In-charge of managing key SLAs including One call resolution, NPS, Average speed of answer (ASA), Abandonment rate • In 2020, was the lead for a Freddie Mac on-site desktop audit at Bangalore location and coordinated audits for various processes including Contact Centre, Foreclosure, Investor Reporting, SCRA, Special loans• Ocwen leveraged SGS and Globo as vendors for Spanish translation calls & Website support. An internal web-support and offshore Spanish team was set up. We discontinued using SGS and Globo usage was reduced by 90% • Teleperformance (vendor) was inducted to handled call volumes surge in 2020 due to COVID-19. I managed the entire relationship as the SPOC for Ocwen until 2023 which included liaising for pricing, staffing, billing and SLA tracking.• During my tenure, set up the Web support & Welcome team to assist newly boarded customers to be set up on the PHH systems with easy which helped improving our NPS scores• Appointment Call back model was introduced in ERM team to ensure that borrowers were kept updated on the escalated issues until resolution• Worked with the vendor and internal teams to set up the Stella Connect post call surveys for agents across contact center to improve our customer service satisfaction scores• Played pivotal role in setting up the call center counselling matrix, return to office (post covid) implementation and creation of Flex team to handle service & collection calls • I sphere-headed the One Call resolution (OCR) improvement project in 2022. OCR saw an improvement of 6% moving from 75% to 81% after close to a decade. There were close to 40+ process changes that were initiated that led to 35K call reductions during the project span of 6 months

Bengaluru, Karnataka, India

• Manage Investor Services global team of 400+ and ensuring over 3000+ reports, remittances and custodial account reconciliations are completed in line with the pooling & servicing agreements• Also led the Investor Automation team of 20 members who handled both process and reports automation for Investor Reporting & Accounting teams • Managed working relationship with all major clients including Wells Fargo, Bank of New York, Nation Star and various other clients handling all monthly meetings and escalations• Some of the highlights of my stint include being designated to lead a SWAT team to complete a RCA and ensuring that clearing actions were taken on aged reconciling items on the Balance sheet, which were acquired from the large acquisitions (Homeward & GMAC). We achieved 100% success in clearing the inventory• Between 2014 -2018, Ocwen had three large acquisitions including GMAC, Homeward & PHH. I played a pivotal role in ensuring that all process and people transitions were completed seamlessly with detailed planning & documentation including raid logs, work plans, activity comparison logs, identifying automation opportunities amongst others• I have been the lead for all Investors, Clients, Rating agencies (S&P, Fitch, Moody's & Morning Star) and ELT visits at Bangalore location and in-charge of walk-through of offshore processes & operations• In 2017, I was nominated to lead the global Rewards & Recognition team as part of an Organizational Service Excellence initiative. The group worked to create a framework to applaud the five pillars of Service Excellence and introduced "Customer Service Award" and "You are a Star" to recognize employees for their efforts• In 2018, I was nominated by leadership as a corporate lead for OGWN (Ocwen Global Women’s Network) for APAC. I continue to lead that team and ensure that we focus on development & retention of women via holding regular Seminars, panel discussion, networking, brown bag sessions and other events

Bengaluru, Karnataka, India

Started as an analyst and grew up the rank as Manager for Investor Reporting and Special loans (Adjustable Mortgage rates). Managed transition of key reports and processes from onshore to offshore and was a key member of the initial set up. Also handled process training for several batches around the Investor Reporting process. Set up new process to create documentation for recovery of advances (Loss claims packages) and also set up Special loans team in Bangalore.

3- Tiered Leadership Development Program, Business Administration And Management, General

Master Of Business Administration (Mba), Finance & Entrepreneurship

Activities and Societies: Best Outgoing Student (batch of 1998 -2000) - AMC College

Bachelor Of Commerce - Bcom, Accounting

Activities and Societies: Best Outgoing Student (batch of 1995-1998)