MAHALETCHIMI M

• Managed complaints with calm, clear communication and problem-solving.
• Achieved service time and quality targets.
• Demonstrated consistent hard work and dedication to achieve results and improve operations.
• Engaged with customers to better understand needs and deliver excellent service.
• Prepared range of written communications, documents and reports,
• Prepared detailed reports on service delivery outcomes, providing transparency to stakeholders.
• Trained and mentored employees to maximise team performance.
• Assisted with team recruitment, interviewing and onboarding.
• Conducted regular performance evaluations, offering constructive feedback and setting clear objectives.

• Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
• Mentored junior analysts, fostering professional development while enhancing overall team performance.
• Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
• Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.

Roles and responsibilities :-

• Analyzing complex datasets to reveal underlying patterns, correlations, and trends.
• Assisting in monitoring the commercial and customer KPIs (customer growth, investment, profitability) as well as competitor activity using web application (HLPT)
• Evaluate the performance of strategic/tactical plans and adjust refinance rates accordingly.
• Responsible for identifying risks associated with Large Customer products.
• Proactively provide business intelligence and insights to key groups to help inform and optimise pricing strategy.
• Maintaining and improving robust operational processes and procedures.
• Ensuring pricing is approved in accordance with the Commodity Risk Management System.
• Developing and implementing pricing strategies that maximize revenue and profitability.
• Conducting pricing research and analyzing pricing data to identify opportunities for optimization
• Communicating pricing recommendations to senior management and other stakeholders
• Collaborating with sales, marketing, and finance teams to align pricing with business goals.
• Monitoring pricing performance and adjusting as needed.1

• Played key role in decision making of real time customers mortgage documents pre-approvals.
• Achieved excellence in gaining knowledge of the documents of CBA (Common wealth bank of Australia) in order to help others.
• Review reports with onshore coordinator and clients on weekly basis with the process metrics ,list of error correction and areas of improvement.
• As a title searcher responsible for searching customer records through 3rd party documents or various documents etc.
• Searched online official website for property records including any type of liens against the property and or person.

• DDM Exception
• Roles:
• Review of home loan fees investigation filtering any unusual fees charged in customers account and confirm it in customer’s transaction history
• Check for any refunds of fees and interest charged for the customers and confirm the investigation outcome and providing feedback
• Review of unsecured loans of personal loans, credit cards and overdrafts
• Verifying the customer identify, income, liability checks verifying all the documents in application and updating the decision
• Cross trained and worked in home loan retail repaid
• Documents are system classified which are re-indexed and reclassified according the document category
• Quality review on the re-indexed documents providing the team feedbacks, process updates and maintaining the quality score.

• Process Mapping
• Roles:
• BPMN process modelling is an end-to-end process in a pictorial diagram which helps us understand the processes and aligning them with business strategies & controls
• Provide analysis and develop business process diagrams and models to support process design or redesign initiative
• Design and create business process classification frameworks with various levels of detail and levels of decomposition for both end-to-end sector and cross-sector process models using BPMN modelling standards
• Identifying and simplifying business processes to drive maximum output

• Mortgage Underwriting
• Roles:
• Specialized in Conventional mortgage loans focused on difficult /complex loans and ensuring that the compliance of company and investor guidelines
• Demonstrated excellent follow-through with borrowers, loan processors and management throughout all phases of underwriting process
• To perform the Task of routine that are assigned on income, and Credit history in accordance with established policies and procedures
• To maintain the Quality of the work and to perform it up to the standard defined by the Organization
• To proves ability to handle high volume and sustained high quality loan files
• Monitored progress within each department towards goal attainment utilizing measurable data in spreadsheet applications
• Place model in daily basis as per each process flow
• A role is a name for a participant in a specific process and it makes easier to discuss a process without referring to specific cases.