Chondamma MB
Bangalore
Summary
Operational Specialist with extensive experience at ANZ Bank, focusing on process optimization and customer onboarding. Led automation projects that improved efficiency by 30% and ensured high standards in quality assurance and team training. Skilled in data analysis and dedicated to enhancing client satisfaction through precise attention to detail. Experience includes roles in U.S. Mortgage Research at Cognizant and Title Research at Fidelity, managing payment cycles and addressing complex customer inquiries effectively.
Overview
6
6
years of professional experience
Work History
Operational Specialist
Australia and New Zealand (ANZ) Bank
Bangalore
02.2025 - Current
- Streamlined onboarding and maintenance of institutional customer accounts across AUD and FCA currencies, ensuring compliance and operational efficiency.
- Automated the signatory listing process, resulting in a 30% reduction in processing time and improved workflow accuracy.
- Delivered timely resolutions for complex account inquiries, significantly enhancing service quality and client satisfaction.
- Managed intricate account requests, including name changes, migrations, and closures, with precision and confidentiality.
- Conducted quality assurance checks on account maintenance tasks performed by new team members to uphold data integrity.
- Responded to customer queries via email and phone, contributing to an improved client experience and retention.
- Prepared comprehensive reports and account statements to support strategic planning and decision-making.
- Created and maintained KYC profiles for institutional clients during onboarding, ensuring regulatory compliance.
- Facilitated access to ANZ Transactive and Internet Enquiry platforms for institutional customers, enabling seamless account management.
Senior Process Executive
Cognizant (CTS)
Bangalore
10.2022 - 02.2025
- Executed U.S. real estate taxation processes, ensuring thorough understanding of property tax setup and payments.
- Applied knowledge of county, state, and national taxation laws to influence property tax calculations.
- Managed real estate tax and escrow administration systems to improve operational efficiency.
- Sourced and verified assessment data through calls, online searches, and historical databases.
- Reviewed assessment data for accuracy before initiating tax computations.
- Updated Tax Line Setup system with essential inputs for precise tax establishment.
- Investigated tax refund reasons and adjusted systems for regulatory compliance.
- Processed payment disbursements for delinquent loans while maintaining accurate property records.
Senior Operation Analyst
Fidelity National Financial India (FNFI)
Bangalore
08.2019 - 10.2022
- Conducted comprehensive property searches and verified documents, such as judgments, liens, and deeds.
- Communicated with county offices to gather property information and evaluate due fees or taxes.
- Evaluated mortgage documents essential for loan processing efficiency.
- Distributed Open Order Sheets containing detailed property data to escrow companies.
- Electronically submitted mortgage documents to county authorities for timely processing.
- Ensured quality control measures achieved 100% accuracy in loan delivery to clients.
- Cultivated strong relationships with customers, team members, and management for enhanced collaboration.
- Supported team members through training, addressing inquiries, and leading process improvement initiatives.
Education
Bachelor of Science - Physics, Chemistry & Mathematics
Mangalore University
05.2019
Skills
Operational and process expertise
- Process improvement strategies
- Transaction processing workflows
- Quality control measures
- Client onboarding, KYC, and account maintenance
- Decision-making in team environments
- Adaptability in dynamic workflows
- Ability to handle high-pressure situations
Financial and analytical skills
- Financial management systems
- Data analytics and reporting
- Research methodologies and techniques
- Expertise in ANZ transactive access
Customer and team engagement
- Excellence in customer service delivery
- Training and development programs
- Quick learning and flexibility traits
- Effective time management
- Detail-oriented approach
Technical proficiency
- Microsoft Office Suite: Advanced Excel and Word
- Banking and mortgage tools: CACHE, MIDANZ, CARBE, COBRA, IKNOW, GOLDTIER, PEGA (ASW), EQUIFAX
- Real estate and title research platforms: Eagle1, MSP, LSAMS, Outlook, Oneview, R3/Workflow, Rattler, DBR, PAS, Tax Authority System (TAS), SmartView, Citrix, TitlePoint, NextAce, Data Tree, Netro Online, CA Daily Log, eLenderSolutions (ELS), CA SoftPro Select (SPS), Title Director
Accomplishments
- Best Performer of the Month – May 2025, recognized for consistently exceeding performance targets and delivering exceptional results
- Spotlight Award – Ace of Rookie, 2023, honored for outstanding performance and rapid contribution during the initial phase of tenure
- Star Performer of the Quarter – 2022, awarded for exceptional output and dedication in a high-pressure, fast-paced environment
- High-volume operations recognition – 2021, commended for effectively managing and processing large volumes of transactions with precision and efficiency
- Onshore team appreciation – 2022 and 2023, received formal recognition from global stakeholders for quality delivery and SLA adherence
- Senior Under Officer – National Cadet Corps (NCC), 2019 earned ‘A’ grade in all three NCC certification levels; demonstrated leadership, discipline, and commitment
Personal Information
Timeline
Operational Specialist
Australia and New Zealand (ANZ) Bank
02.2025 - Current
Senior Process Executive
Cognizant (CTS)
10.2022 - 02.2025
Senior Operation Analyst
Fidelity National Financial India (FNFI)
08.2019 - 10.2022
Bachelor of Science - Physics, Chemistry & Mathematics
Mangalore University
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