Chandan Sinha

Oversaw transition of 15 FTEs within loan operations.

This team supported in servicing high net worth individual loan requirement from start to finish.

Team assisted preparation of loan packages, initial disbrsement and ensured timely servicing until loan payoff, while managing property insurance and tax obligations.

Directed transition of 5 FTEs for implementation of wealth portfolios.

This team manages investment accounts for individual clients and family trusts, ensuring alignment with global portfolio management directives across 95 investment models.

Facilitated investment managers in executing account trades, adding and removing of account from Wealth Portfolio Implementation.

Coordinated with GPM team to implement necessary adjustments to existing models.

• 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