Elizabeth Parly

• Currently employed with Barclays - working for mortgage process - underwriting being sub hub
  Key Responsibility:
  • QA for team of 30-35 colleagues in given month, achieving quality accuracy of more than 90%
  • Quality Sampling, analyzed data to identify opportunities for improvement
  • Produced detailed and relevant quality reports both weekly and monthly, to know quality accuracy trend
  • Conducted refresher to minimize effects and defects
  • Prepared monthly process knowledge
  • Conducted audit/dip checks in line with latest process updates
  • Conducted process calibration session with Operations and Training team
  • Evaluated current processes to develop improvement plans
  • Compiled research data, highlighting finds and recommended optimization
• Currently have been unskilled as an underwriter for Barclays handling end to end mortgage application and approving mortgages once they fit into policies of the bank

Worked for Barclays Mortgages - underwriting (mortgage applications) being sub hub

My work involves :

• QA for a team of 30-35 colleagues in given month, achieving quality accuracy of more than 90%
• Quality Sampling, analyzed data to identify opportunities for improvement
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
• Prepared monthly process knowledge
• Conducted audit/dip checks in line with latest process updates
• Conducted process calibration session with Operations and Training team
• Evaluated current processes to develop improvement plans
• Compiled research data, highlighting finds and recommended optimizations
• Created and collaborated in implementation and maintenance of customer complaint log, control plans, analyzing errors, finding root cause, reporting to leadership and conducting feedback session with colleagues to curb the errors

Other project works :

• Worked with a team of 5 members in creating D-Tree to ease colleagues navigation
• Collaborated with training team to create process maps for each stages of a mortgage workflow
• Have been a active member in a project named Time & Motion, to analysis components such as AHT, Hold time, ACW, etc, factors which was impacting overall customer experience

• Provided primary customer support to internal and external customers.
• Managed average of 45 customer calls per day
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback / survey and made process changes to exceed customer satisfaction goals.
• Provided information regarding charge accounts and loyalty programs.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Prepared monthly journal entries and reconciliations.
• Reviewed documents and accounts for discrepancies and resolved variances.
• Completed monthly payroll and maintained employee records.
• Tracked and documented all expenses.
• Reconciled balance sheets and streamlined best practices for balance sheet processes.
• Updated general ledger with latest entries.
• Calculated tax owed, prepared and submitted returns and upheld compliance as per IT and banking guidelines.
• Partnered with auditors on annual audits and year-end closing procedure