Chethan N Kholavath
Bangalore
Summary
Dynamic Team Leader with extensive experience at Mr. Cooper, excelling in customer relationship management and process improvement. Proven track record in enhancing operational efficiency and compliance in mortgage origination, while fostering a culture of accountability and precision. Adept at negotiation and influencing, driving team success and borrower satisfaction.
Overview
17
17
years of professional experience
Work History
Team Leader
Mr Cooper / Rocket Mortgage
Bangalore
12.2024 - Current
- Professional Experience – Team Leadership in US Mortgage Origination
As a seasoned leader in the financial services industry, I have successfully led a team of Flash Task Specialists dedicated to the US mortgage origination process. My role encompassed end‑to‑end oversight of critical functions, ensuring accuracy, compliance, and efficiency across all stages of loan origination.
Key responsibilities included:
- Application Management: Guided the team in assisting borrowers with completing mortgage applications, ensuring all required information was captured accurately.
- Employment Verification: Oversaw the process of obtaining and validating employment details to meet underwriting standards.
- Insurance Coordination: Directed specialists in securing and verifying homeowners insurance policies, ensuring compliance with lender requirements.
- Credit Reporting: Managed the acquisition and review of credit reports, ensuring data integrity and resolving discrepancies promptly.
- - Title Documentation: Supervised the verification and procurement of title documents, safeguarding against potential ownership or lien issues.
- Clear‑to‑Close Validation: Led the team in reviewing and confirming all final documents to ensure loans were fully compliant and ready for closing.
Through this leadership role, I cultivated a culture of precision, accountability, and customer‑centric service. My ability to streamline processes, mentor team members, and enforce regulatory compliance contributed to faster turnaround times, reduced errors, and enhanced borrower satisfaction.
Service Transfer Co Ordinator
Ocwen Financial Solutions Pvt Ltd
Bangalore
05.2021 - 12.2024
- Mapped and boarded loans into servicing systems with precision.
- Collaborated with STM leadership to prioritize assignments and meet deadlines.
- Led, motivated, and developed subordinate staff to enhance team performance.
- Monitored daily production reports for accuracy and turnaround times.
- Managed STM mailbox for timely handling of communications.
- Prepared monthly operational reports for executive management review.
- Created and maintained project plans along with milestone trackers.
- Coordinated meetings with internal and external stakeholders to facilitate effective communication.
Escalation Relationship Manager(ERM)
Ocwen Financial Solutions Pvt Ltd
Bangalore
09.2013 - 05.2021
- Ensure all regulatory requirements and servicing standards are being met and report any potential risks identified through process review.
- Act as a liaison with other departments and vendors in the organization that have an impact on customer operations.
- Contact other departments and do follow up to expedite the review process.
- Making follow up calls to ensure that the customers concern has been resolved to provide 100% customer satisfaction.
- Enhance and maintain customer satisfaction and loyalty by providing prompt, accurate and courteous responses to customer inquiries.
- Manage elevated customer concerns by working with team members and other business units; resolving through prompt and direct contact with the customer.
- Identify, evaluate, and implement process improvement initiatives (identify process gaps & internal errors).
- Assisted in achieving Servicing Management goals by collaborating with team members.
- Track and document performance in support of annual performance objectives.
- Encouraged team spirit and fostered positive relationships among departmental associates.
- Successfully influence and negotiate with customers, all levels of management and personnel.
Customer Care Executive
Ocwen Financial Solutions Pvt Ltd
Bangalore
12.2011 - 08.2013
- Maintain customer focus at all times by strictly adhering to FMC's Customer Service Standards, taking ownership of all inquiries and proactively following through resolution.
- Work in a manual and automated call center environment, handling both inbound and outbound customer calls providing accurate and up to date status, and conveying outstanding loan conditions required to move loan application to closing prior to the original Rate Expiration date.
- Meet established production goal for scheduling based on daily inventory.
- Verifies the data in the system to determine how the loan was structured to explain costs if necessary.
- Verifies the history of the file and any delays experienced by the customer to better address their situation.
- Provides customer with answers to their questions and gets them back on track to complete their closing.
Subject Matter Expert (SME)
Amvensys Technologies PVT LTD
Bangalore
11.2009 - 12.2011
- In charge of collecting information, writing, and maintaining training materials and the knowledge base a support team will use as the first source of information regarding the product, service and providing mentorship, training, guiding less experienced agents, and driving productivity in reaching set targets.
- Teaching or training project employees and consumers
- Explaining policy implementation to fellow team members
- Getting management approval or approving alterations in rules, procedures and policies
- Providing feedback to project team throughout creation, testing and rollout of deliverables
- Working with company leadership to create testing scenarios and validate test results
- Communicating with company stakeholders regarding project progress
Education
Bachelor of Commerce -
GITAM University
12-2019
XII -
Vijaya Pre-University Collage
12-2005
X -
New Cambridge English School
Bangalore12-2003
Skills
- Customer Service
- Project Management
- RCA Analysis
- Streamlining of Process
- Negotiator and Influencer
- Managerial Skills
- Organization Building
- Individual Contributor
- Team Management
- Business Process Excellence
- Analytical Skills
- Process improvement
- Customer relationship management
- Credit reporting
- Employment verification
- Escalation management
- Risk assessment
- Vendor coordination
- Effective communication
- Problem solving
Personal Information
Date of Birth: 08/15/87
Languages
- Kannada
- Hindi
- English
- Kannada
- Hindi
Timeline
Team Leader
Mr Cooper / Rocket Mortgage
12.2024 - Current
Service Transfer Co Ordinator
Ocwen Financial Solutions Pvt Ltd
05.2021 - 12.2024
Escalation Relationship Manager(ERM)
Ocwen Financial Solutions Pvt Ltd
09.2013 - 05.2021
Customer Care Executive
Ocwen Financial Solutions Pvt Ltd
12.2011 - 08.2013
Subject Matter Expert (SME)
Amvensys Technologies PVT LTD
11.2009 - 12.2011
Bachelor of Commerce -
GITAM University
XII -
Vijaya Pre-University Collage
X -
New Cambridge English School