NEHA BAKSHI

• Led operational risk management initiatives by monitoring the Customer Assist control environment and partnering with the Risk and Divisional Controls teams to identify and improve controls.
• Contributed to a 25% reduction in control failures through structured control monitoring, gap identification and remediation.
• Conducted governance reviews and risk assessments to identify risks, address control gaps, and support closure of audit findings.
• Assess regulatory obligations using GRACE and established risk frameworks; identify gaps and support implementation of controls aligned with regulatory changes.
• Prepared and delivered risk performance reporting using Power BI and Excel, providing timely insights to stakeholders.
• Partner with Legal, Risk and Operations stakeholders on risk initiatives, issue resolution and customer-focused outcomes.
• Coached analysts and developed onboarding and training material, contributing to a 20% improvement in team productivity.

Implemented regulatory requirements into operational procedures, controls, and training to ensure compliance.

• Conducted monthly Compliance QA reviews of loan files, achieving 100% SLA compliance.
• Resolved 40+ compliance issues through structured review, issue identification and remediation.
• Drafted UAT scripts for mortgage origination systems and aligned QA review scenarios with consumer-lending regulations to enhance compliance accuracy.
• Developed QA plans for Tailored Lending and Line of Credit products, contributing to a 35% improvement in audit readiness.
• Monitored regulatory changes and identified business risks to support policy/procedure development and internal audits.

• Conducted risk analysis and feasibility assessments to enhance lending operations and inform business initiatives.
• Reviewed loan documentation for compliance with Fannie Mae, Freddie Mac and FHA requirements.
• Monitored regulatory changes and supported implementation of compliance requirements.
• Performed legal and full-document reviews for high-risk loans and facilitated resolution of operational issues.
• Collaborated on loans backed by Ally, J.P. Morgan, and Wells Fargo; contributed to hiring, training, and performance evaluation.

• Supported lending decisions through risk analysis and feasibility reviews.
  Reviewed loan documents for Fannie Mae, Freddie Mac, and FHA compliance.
• Tracked regulatory updates to maintain alignment with industry standards.
• Completed legal and full document reviews for high-risk loans.
• Communicated with internal and external contacts to help resolve issues.
  Worked with operations to solve issues and meet service level agreements in high-volume environments handled Ally, JPMorgan, and Wells Fargo-backed loans.
• Managed hiring, training, and performance evaluations to build skilled operations team.
• Completed risk assessments for business initiatives.
• Analyzed mortgage operations data using Freddie Mac and Better Mortgage guidelines.
• Reviewed loan files for compliance with investor and underwriting requirements.
• Identified workflow issues to improve loan processing efficiency. across loan origination and servicing systems.

• Acted as a subject matter expert for process, driving quality and operational performance improvements.
• Identified process shortcomings and provided structured feedback, contributing to an 18% improvement in team quality scores.
• Mentored and trained new associates, enhancing team capability and knowledge transfer.
• Used SQL for content data validation against business requirements.
• Reported business metrics and allocated workloads to optimize resource utilization.

• Managed client relationships, gathered feedback, and analyzed requirements to enhance service offerings.
• Developed corporate communications and marketing content; contributed to a 30% increase in client retention and a 20% growth in service adoption.
• Composed and proofread corporate communications; developed brochure content for online and offline platforms, maintaining client relationships and gathering feedback to support a 30% increase in retention and 20% growth in service adoption.