EDWIN WILLIAM

• Joined Ocwen on 10/10/2011.

• Worked with Customer Service department for one year.

• In February 2013, I moved to skip tracing department via Internal Job Movement.

• I was promoted as Senior Specialist in April 2017.

Responsibilities held as Senior Skip Tracer Specialist

• Work on loans that don’t have good mailing address and phone numbers.
• Process SPOC for Bangalore Skip Team and publish Minutes of Meeting every week after Team Meeting, mentioning topics that was discussed in team meeting.
• Assisting Team Leader in auditing skip traced loans.
• Work on Adhoc Requests received from departments like Bankruptcy, Foreclosure and HRD on priority to find valid phone numbers and mailing address for loans.

Responsibilities held as Customer Service Executive:

• Worked for Bank Collections Process for One of the top banks in UK, Lloyds TSB Bank.
• Assisting customers with their over drawn bank accounts by setting up temporary re-payment plans to bring the account to current status.
• Understanding customer’s financial situation.
• Advising customers about the Debt Management companies
• Conducting Financial Interviews with customers. Working out their income and expenditures, updating it on the account.
• Processing Debit Card Payments and documenting the accounts with the payment information.
• Resolving all collections based queries over phone.
• Explaining the Charges Policy to customers for late payments.
• Requesting to waive off charges if bank error.
• Requesting to raise OD limit to stop further charges when customer agrees for the payment plan .
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

• Worked for a Banking Process, assisting customers with their bank accounts.
• Consistently maintained 90% and above customer service satisfaction survey every month.
• Provided customers latest bank account transactions.
• Transferred money from one account to another account when requested by customer.
• Requested for Ad-hoc bank statements .
• Assisted customers with replacing lost or stolen credit or debit cards.
• Review and explain account charges.
• Entered customer interaction details in compliance application to track requests, document problems and record solutions offered.