ASHOK YADAV

Tata Consultancy Services (TCS) – Mumbai, India, Business Process Lead.

• Lead end-to-end full discharge process for Australian mortgage accounts, ensuring timely loan closure.
• Allocate daily workloads/files to team members to meet SLA, and productivity targets.
• Handle escalations from internal stakeholders and clients, ensuring quick resolution.
• Monitor team performance, quality, and compliance with regulatory guidelines.
• Drive process improvements to enhance efficiency and reduce turnaround time.
• Prepare reports and dashboards for performance tracking and decision-making.
• Collaborate with cross-functional teams for smooth settlement and discharge activities.
• Monitor KPIs, quality metrics, and drive continuous process improvements.

• Managed debit card billing dispute resolution process for U.S. customers across Visa and Mastercard associations.
• Investigated multiple dispute types, including fraud, unauthorized transactions, duplicate billing, and merchant-related claims.
• Filed and processed customer claims based on dispute causes, while ensuring compliance with banking guidelines and SLA timelines.
• Performed fraud detection analysis and escalated high-risk, or suspicious transactions for further investigation.
• Executed dispute actions, including chargebacks, customer liability decisions, and write-off processing.
• Coordinated with internal teams and merchants to resolve disputes and ensure accurate claim resolution.
• Contributed two automation/process improvement ideas to enhance operational efficiency, and reduce manual effort.
  

• Managed hazard insurance and escrow processes for U.S. mortgage customers, ensuring timely policy and payment updates.
• Reviewed insurance documents and verified coverage details for mortgage accounts.
• Coordinated with insurance providers, borrowers, and internal teams to resolve discrepancies and exceptions.
• Processed escrow analysis, premium payments, and account maintenance activities within SLA timelines.
• Handled customer queries and escalations while maintaining accuracy and compliance standards.

• Processed non-MERS mortgage documentation and verified borrower/property details for U.S. customers.
• Coordinated with notary signers and internal stakeholders to ensure timely document execution and loan closure.
• Reviewed mortgage documents for accuracy, compliance, and completeness before submission.
• Managed escalations and resolved discrepancies related to signing and notarization processes.
• Maintained SLA adherence while ensuring high-quality processing and customer satisfaction.