EDWIN WILLIAM

Key Responsibilities

• Reviewing and Creating new versions of policies and procedures for Business Units that fall under the umbrella of Default Servicing Operations Control
• Achieved timely resolutions through proactive communication and escalation of findings to senior operations team
• Assist department in establishing internal procedures to prevent compliance failures
• Conducted over 50 quality tests to evaluate potential risks throughout selected departments; identified and addressed process improvement opportunities and recommended solutions for resolution
• Take ownership of processes and controls within the team, drive the development methods to improve processes and / or controls to ensure these are efficient, effective and relevant
• Escalate situations, as appropriate, to relevant divisional compliance officers and business unit managers for any non-compliance
• Draft and maintain internal procedures/user guides
• Reviewing and responding to audit findings from both internal and external auditors
• Ensure all legal mails are reviewed and sent to customers on time and all customer complaints are closed as per TAT
• Reviewing and monitoring the loan level reports, identifying and solving issues relating to the performance of the business operations
• Perform tests on new system applications implemented for the business unit to enhance and to fix any errors that may occur
• Creating daily production or control reports
• Escalating any system issues and following up on the same to closure
• Monitoring the overall functioning of agents, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level by quality monitoring
• Identify scripting issues and make changes to avoid escalations
• Review customer complaints to identify process gaps, and to improve customer experience.

Key Responsibilities

• Assisting customers with their loan accounts by providing the latest transaction history, updating payment information, processing payments, explaining the late fees
• Setting up temporary repayment plans on the account by working out customer’s income & expenditures
• Requesting for the loan modification applications for the customers who are going through financial hardship, setting up callback appointments with the Relationship Managers
• Providing the modifications status
• Raising research requests for the payment disputes and documenting customer complaints
• Explaining the escrow analysis and the reasons for the increase in the monthly payment.

Key Responsibilities

• Worked for bank collections process assisting customers to clear the debt by arranging payment plans
• Work out customers Income and Expenditure and upload them into the system to set up temporary repayment plans
• Processing Debit card Payments and updating the payment information on the account
• Explaining about the Charges Policy to customers for late payment
• Authorizing for Cash withdrawals & Debit cards
• Removing the collections indicator if Account in order
• Advising the customers about the Debt Management companies.

• Responsibility areas :
• Worked for Banking Process, assisting customers with their bank accounts
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Assisted customers with the latest bank account transactions
• Transferred money from one account to another account
• Setting up of Bill payments and standing orders
• Setting an appointment with the local branch for the customers to withdraw cash more than 1000 pounds