Bindu L
Subject Matter Expert- Research (Mortgage)
Bangalore
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of process and standard operating procedures. Improve existing processes, procedures, technical enhancements, resource requirements and procedures to align with strategic goals. Hardworking and passionate job seeker with strong organizational skills eager to secure Team Lead position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
13
13
years of post-secondary education
5
5
Languages
Work History
Subject Matter Expert- R&R Team
Entra Solutions PVT LTD (BSI Financial)
05.2022 - 02.2024
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
- Recruited and trained new members of guest service team.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering culture of continuous learning and improvement.
- Encouraged adoption of best practices among team members, leading workshops and training sessions on relevant topics.
- Improved employee performance by designing and implementing effective training programs.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
- Generated reports detailing findings and recommendations.
Senior Process Associate- R&R Team
Entra Solutions PVT LTD (BSI Financial)
03.2021 - 05.2022
- Automated repetitive tasks through implementation of appropriate technology tools, reducing manual workload for team.
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
- Supervised team of process associates to enhance accountability, develop professional skills and improve efficiency.
Research Specialist (Approver)
Ocwen Financial Solutions Private Limited
04.2014 - 03.2019
- Resolve customer inquiries requiring extensive follow-up and research.
- Educating customers on Payment processing, Escrow account and other mortgage related issues.
- Ensuring accurate and timely resolutions to customer inquiries.
- Quality analysis of research response letters.
- Monitoring calls to gauge quality of customer service delivered on predefined quality metrics.
- Capture areas of improvement and provide feedback.
- Excel based Dashboard Report to Manager periodically on team and individual work accomplishments, Quality problems, updating individual and team training needs. Update Feedback, kudos and quality on daily basis from mails received.
- Client customized report generation – VLOOKUP, Pivot table, Excel related work, as per requirement, & was transmitted through SharePoint.
- Coach, facilitate, solve work problems and participate in work of team related to Quality.
- Monitoring dispatch of research correspondences via Mail, Fax and Email
- Assist on job training of new employees.
- Coordinating with other departments in order to ensure that everything is in compliance with specific states and their laws.
Research Associate
Ocwen Financial
12.2011 - 03.2014
- Resolve customer dispute and reviewing all compliance issues with loan file.
- Ensure accurate and timely resolutions for disputes received.
- Coordinating with other departments in order to ensure that everything is in compliance with specific states and their laws.
- Provided optimum quality and outperformed efficiency.
Education
B.A - Economics, Sociology & Psychology
Christ University
Bengaluru 06.2009 - 03.2011
PUC -
Christ University
Bengaluru 06.2006 - 03.2008
SSLC -
Brilliant English Convent
Bengaluru 04.1996 - 03.2006
Skills
Excellent communication and analytical skills
Proficient in Microsoft Word, Excel, and Powerpoint
Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times
Training and mentoring
Customer Focus
Teamwork and Collaboration
Task Prioritization
Written Communication
Team building
Issue Research
Personal Information
- Father's Name: Lakshminarayana C
- Date of Birth: 08/30/1990
- Gender: Female
- Marital Status: Married
Interests And Achievements
- Received Service Excellence Award for Q4 2022
- Star of the Month Award in recognition of the contribution as a team player, quality consciousness, positive attitude and overall performance at work, January 2018
- Contribution towards Green Peace (NGO), participating in the cultural events organized in the company.
- Mentoring and guiding juniors and colleagues at work
- Have achieved trophies and received certificates in inter-college Dance competition.
- Have performed Bharatanatyam on several stages and completed Senior in Bharatanatyam examination and Junior in Carnatic Music.
Disclaimer
I hereby declare that the above-mentioned particulars are true to the best of my knowledge and belief.
Timeline
Subject Matter Expert- R&R Team
Entra Solutions PVT LTD (BSI Financial)
05.2022 - 02.2024
Senior Process Associate- R&R Team
Entra Solutions PVT LTD (BSI Financial)
03.2021 - 05.2022
Research Specialist (Approver)
Ocwen Financial Solutions Private Limited
04.2014 - 03.2019
Research Associate
Ocwen Financial
12.2011 - 03.2014
B.A - Economics, Sociology & Psychology
Christ University
06.2009 - 03.2011
PUC -
Christ University
06.2006 - 03.2008
SSLC -
Brilliant English Convent
04.1996 - 03.2006