M. Franklin
Bangalore,Karnataka
Summary
Experienced professional with 7+ years in US mortgage operations and customer support. Skilled in loan processing, client communication, and issue resolution across phone, email, and chat. Known for accuracy, team coordination, and delivering quality service in fast-paced environments. Looking to apply my skills in a dynamic customer-focused or operations role.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
US Mortgage process (Loss mitigation)
Teleperformance - Ocwen
09.2024 - 05.2025
- Resolving the queries of the customer in a fast paced environments via call, email and chat
- Reviewed borrower financials to offer mortgage relief options (loan mods, forbearance, repayment plans).
- Helped customers understand and complete loss mitigation applications.
- Educated borrowers on available programs and qualification criteria.
- Analyzed income, expenses, and hardship to determine eligibility.
- Maintained accurate loan records and case notes in servicing systems.
- Responded to borrower inquiries regarding loss mitigation options and application status.
- Monitored delinquent accounts and initiated contact with borrowers.
- Escalated complex or high-risk cases to senior specialists or management.
US Mortgage process (Origination)
First Source Solutions Pvt.ltd
07.2020 - 08.2022
- Responsible for preparation of Re-Disclosure.
- Contacting Title Company for updated Title Invoice.
- Validating Lender Credit and Seller Credit/Discount Points.
- Updating Title fees as per the Title Invoice.
- Validating all the fees based on the document or comments available in the application.
- Sending the newly prepared Re-Disclosure to the borrower directly.
- Responsible for the Clarification and update tracker for the whole team.
- Responsible for Daily Loan Assignment for the entire team & Daily productivity EOD tracker.
- Preparing Monthly Productivity, Inflow and Quality Presentation for Weekly Client calls.
- Conducting Huddle meeting on regular.
US Mortgage process (MLS)
ASP Logic Solutions Pvt Ltd
12.2018 - 03.2020
- Verifying property information provided by our clients and prepares the file for processing.
- Researches and gathers additional information: taxes, utilities, Municipal liens, code violations, permits, etc. Properly and accurately lists addresses and folio formats.
- Ensures all follow-up items are completed in a timely manner throughout the process.
- Responds promptly to all client and interdepartmental requests.
- Proactively works call back reports daily, with special attention to handling overdue reports.
- Monitors and replies to emails and voicemails in a timely manner.
- Responsible for preparation of Assignment of Mortgage Document.
- Entering the database about the request.
- Searching required missing Documents in County websites.
- Preparing Assignment based on the specified state templates.
- After quality check uploading it in Imaging system for signing and recording.
Netapp - Customer support representative
Convergys India service pvt ltd
09.2016 - 07.2018
- Handling inbound calls from the customers and facilitating them for resolving the issue on the NetApp products and services.
- Creating the requests on SAP application for the NetApp customers based on the nature of issue that the customers are facing on the NetApp product.
- Communicating with customers to confirm their valid site information & contact details and updating the same with NetApp records.
- Communicating effectively with NetApp third party maintainers for proper delivery of goods and services to NetApp customers in timely manner.
- Processing part requests for the failed hardware on the NetApp systems and arranging an engineer visit to fix the issues.
- Providing active commitment to protect the profitability & avoiding the customer dissatisfactions.
- Adhere to the process updates on the geo-wise and following the same to ensure customer & client satisfaction.
- Adhere to the restricted party list as specified by NetApp and ensure the process compliance in delivery of NetApp products.
- Understanding the customers site requirements and communicating the third party maintainers to adhere the same to protect the customer's interests and maintain business relationship.
- Received awards
- Got some appreciations from TSE's and clients.
- Been complimented by supervisor or co-workers.
Disclaimer
I hereby declare that the above mentioned information is correct to best of my knowledge.
Education
B.Com
06.2013 - 04.2016
Skills
Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
US Mortgage process (Loss mitigation) - Teleperformance - Ocwen
09.2024 - 05.2025
US Mortgage process (Origination) - First Source Solutions Pvt.ltd
07.2020 - 08.2022
US Mortgage process (MLS) - ASP Logic Solutions Pvt Ltd
12.2018 - 03.2020
Netapp - Customer support representative - Convergys India service pvt ltd
09.2016 - 07.2018
Dr.C.V.Raman University - , B.Com
06.2013 - 04.2016