Chandan Sinha

Project Completed.

• Process the transition of 15 FTEs (Loan Operations).
• Process the transition of 5 FTEs (Wealth Portfolio Implementation).

• Closely monitor a team of 10 analyst and Sr
• Analyst on a day-to-day basis to ensure all SLAs are met, and any exceptions are immediately escalated for resolution.
• Supervise a process of processing drawdowns, rollovers, repayments, pre-payments, funding, rate fixings, fees, and external payments, as well as the collection of interest and past due.
• Adhere to lay down Quality and Quantity along with SLA and ensure a robust workflow allocation model
• BE the SME : Handle Complex Process related queries while coordinating with Onshore team and Svcr., with an eye on detail to ensure all documents are processed and reviewed correctly
• Implement a robust knowledge management model including maintenance of SOP, process policy Change Management, training of new joiners and on-going training of existing team
• Ensure timely escalation to the managements and when required

• Claims proceeds reconciliation
• Bill back to investors, for claims proceeds remitted to investors by HUD
• Insurance termination and reactivation as needed during and after claim submission
• Loss reconciliation to respective business unit, vendors, and investor
• Drafting Policy and Procedure
• Automation of reports related to business requirement
• Handling Audit (Internal, Investor, HUD and VA)
• Compliance testing for Govt
• Claim
• Minimizing servicing loss for each account
• Escalation from different business unit
• Assure Claim is being filed with full accuracy and within time frame (SLA)
• Month end reporting to management about team performance
• Project Completed: Migration of Claim Tool from CMAX to Proven Claim
• Description: This was an attempt to automate the claim filing procedure while integrating HUD regulation to self-curtailment as per HUD and VA Guide
• Saving: This project resulted a saving of $40,000.00/month
• Also, this resulted a reduction in FTE/Work Force by 20%
• Duration: Total duration was for a year but went live in 10 months

• Product Training (Process Specific)
• Audit for Quality assurance (Data and Calls)
• Call review, call calibration, timely feedback to the associate to assure better quality
• Conducting Refresher training every month to minimize quality defect
• Working with bottom performers (20% of team) closely to improve their performance
• Floor walk for on call support to give instant resolution to the customers to assure one call resolution
• Handling Escalation from customer on call and letter communication
• SLA reports: Daily, Weekly and Monthly
• Presenting the Daily, Weekly & Monthly reports
• Ensuring compliance with the different service level agreements
• Managed transition involving 120+ FTE across 5 sites (Mumbai, Pune, Manila, Waterloo and Bangalore)
• Managed end to end work: Analyzing business requirement and implementing effectively after testing in record time, Preparing Training Manual, Conducting Training through WebEx and Screen Sharing, Initial quality testing, System Configuration and Availability

• Providing first level of support for any customer service query
• Take Proactive steps to resolve customer issue
• Offering Forbearance plan (Repayment Plan)
• Offering Retention Option (Loan Modification)
• Offering Liquidation option (Short Sale, DIL) to minimize loss to the organization
• Collection of past due payment