Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Beaula Suzan J

Team Lead- QA/QC Loan Processing and underwriting
Bangalore

Summary

Results-driven professional with over a decade of experience in the Finance industry, excelling in both voice and non-voice processes. Proactive leader inspiring team members to achieve organizational goals while upholding industry standards. Skilled in recognizing and implementing emerging trends to drive business success, with exceptional organizational skills managing multiple tasks with a positive outlook. Seeking a full-time position that offers professional growth opportunities and allows utilization of interpersonal abilities, time management skills, and problem-solving capabilities.

Overview

11
11
years of professional experience
2024
2024
years of post-secondary education

Work History

QA/QC Loan Processing and Underwriting (Home Loans-Ultra High Net Worth Customers)

Morgan Stanley
Bangalore
11.2022 - Current
  • Developed standardized templates and streamlined workflows in collaboration with management, enhancing operational efficiency.
  • Created training materials and conducted onboarding sessions after completing onshore Pilate training, ensuring smooth knowledge transfer.
  • Established and maintained QA/QC guidelines, launched calibration calls, and implemented an error rebuttal process for quality assurance.
  • Led compliance governance initiatives and introduced scenario-based response templates, reducing agent handling time.
  • Reviewed complete loan files for underwriting and closing accuracy, verifying income, assets, title, and insurance while identifying risk and fraud indicators.

Credit Assessment Officer/ Production Lead (Underwriting)

Australian and New Zealand (ANZ)
Bangalore
06.2018 - 11.2022
  • Supervised daily team operations and provided structured updates to senior management, ensuring smooth workflow across shifts.
  • Led credit and risk assessments by analyzing financial documents and customer credit history to support accurate loan decisions.
  • Maintained SLA compliance through hourly monitoring, proactive alerts, and performance reporting.
  • Conducted QC calibration sessions and collaborated with agents to resolve aged cases efficiently.
  • Verified diverse income documentation (e.g., payslips, bank statements, rental income) and ensured accurate classification of employment types.

Escalation Relationship Manager

Ocwen Financial Solutions
Bangalore
11.2016 - 06.2018
  • Handled supervisory calls in a 100% voice-based process across multiple call center operations (CCC, HRD, Research).
  • Served as the second level of escalation post-Research, managing high-priority and sensitive cases.
  • Coordinated with cross-functional departments to ensure timely and effective resolution of complex issues.
  • Delivered exceptional customer service while managing highly escalated cases and irate borrowers with empathy and professionalism.

Research Associate (Hotline)

Ocwen Financial Solutions
Bangalore
06.2014 - 10.2016
  • Research is a first level of escalation for the customer care center.
  • Responsible for the Department's Research Control of daily operations.
  • Working knowledge of Microsoft Office and multiple Citrix based applications.
  • Identify and implement improved/innovative work processes for a flawless Service Delivery.
  • Providing floor support on subject matter issues.
  • Working in various projects, publishing statistics and reports.

Education

BBM -

St Joseph's College of Commerce.
05.2001 - 01.2014

P.U.C -

St Joseph's Indian Composite Pre University

S.S.L.C - undefined

St Anne's Girls High School.

Skills

Positive interpersonal skills

Effective team collaboration

Experienced in software utilization

Service excellence

Accomplishments

  • Won the Certificate of Achievement from Ocwen in recognition of Outstanding Performance for the year 2016 at the in recognition of Excellent Performance for Quarter 1.
  • Received Certificate of Appreciation for 100% QA Average for Quarter 4.
  • Won the Ocwen Fiesta (Ocwen's got talent) which was held in June 2016.
  • Won the TALANZ September 2018 (Dance).
  • Conducted Baking Classes as a women Empowerment Programme.

Timeline

QA/QC Loan Processing and Underwriting (Home Loans-Ultra High Net Worth Customers)

Morgan Stanley
11.2022 - Current

Credit Assessment Officer/ Production Lead (Underwriting)

Australian and New Zealand (ANZ)
06.2018 - 11.2022

Escalation Relationship Manager

Ocwen Financial Solutions
11.2016 - 06.2018

Research Associate (Hotline)

Ocwen Financial Solutions
06.2014 - 10.2016

BBM -

St Joseph's College of Commerce.
05.2001 - 01.2014

S.S.L.C - undefined

St Anne's Girls High School.

P.U.C -

St Joseph's Indian Composite Pre University

Similar Profiles

CREATE PROFILE
Beaula Suzan JTeam Lead- QA/QC Loan Processing and underwriting