Rahul Salvi

Description :

Supervised Maker & Checker Process | Process Automation | Stakeholder Management

• Managed Loan Servicing Operations: Supervised and ensured compliance with internal procedures for various loan servicing activities including closures, settlements, cancellations, waivers, refunds, rescheduling, part payments, structure adjustments, EMI date changes, and interest rate revisions.
• MIS Reporting: Generated and published detailed MIS reports for internal and external stakeholders, showcasing successful task execution and highlighting exceptions for prompt corrective action.
• CRM & Email Flow Management: Monitored daily CRM, email, and closure request flows, ensuring timely completion and strict adherence to quality and quantity SLAs.
• Problem Resolution & Collaboration: Actively resolved complex loan servicing issues in collaboration with collections, grievance, and customer service teams, applying problem-solving methodologies for effective corrective actions.
• Cross-Departmental Coordination: Partnered with business units and stakeholders to align requirements, offer support, and ensure seamless loan processing and enhanced customer satisfaction.
• Regulatory Compliance: Accurately updated asset classification status (NPA & write-offs), ensuring strict compliance with regulatory and internal guidelines.
• Timely Task Completion: Successfully accomplished multiple tasks within established timeframes, contributing to operational efficiency.
• Team Leadership & Performance Monitoring: Managed a team of 8 members, monitored daily activities, mentored staff, and maximized team performance.
• Customer Satisfaction Enhancement: Resolved disputes promptly, ensuring transparent communication and high-quality service delivery, improving customer satisfaction levels.
• Bank Reconciliation Support: Reconciled open items (WC, WD, TC, TD) by reviewing bank transactions and providing timely resolutions to the Bank reconciliation team.
• Excess Balance Management: Managed the excess balance GL report for digital channel partners, identifying unadjusted funds and coordinating with stakeholders for prompt adjustments.
• UAT Management: Handled UAT (User Acceptance Testing) for loan servicing processes with new channel partners, ensuring smooth implementation.
• Audit Compliance: Supported and adhered to audit requirements for loan servicing processes, ensuring strict regulatory adherence.
• Stakeholder Engagement: Led daily cadence calls with both internal and external stakeholders to discuss issues, resolve discrepancies, and ensure effective collaboration.
• Process Standardization: Contributed to the creation of updated SOPs (Standard Operating Procedures) for new processes, incorporating them after SMT approval and sharing with the QA team for consistency.
• Operational Improvement & Automation: Actively worked on process automation and operational improvements, contributing to higher productivity. Wrote BRDs (Business Requirement Documents) for enhancing existing processes.
• Single Point of Contact (SPOC): Served as the SPOC for all loan servicing-related queries from collections, customer service, and business teams, ensuring efficient communication and problem resolution.

Description :

• Quality Control (QC) Specialist in Loan Closure Process: Ensure strict adherence to compliance and operational standards throughout loan closure procedures.
• Non-EMI Transaction Processing: Efficiently handle and process transactions such as foreclosure, part closure, settlement, and multi-shot payments, ensuring alignment with branch collection instructions.
• Foreclosure Termination Management: Upload foreclosure termination files in FinnOne after reconciling and obtaining clearance for authorized foreclosure collection receipts.
• Loan Adjustments & Requests Processing: Manage and process part payments, rate reschedules, EMI cycle changes, and loan downsizing requests, updating FinnOne in accordance with customer requests.
• Branch Query Resolution: Address and resolve branch queries through the Sapphire application, providing timely and effective solutions to operational challenges.
• Manual Receipt & Payment Entry Management: Process receipt and payment entries manually in FinnOne, ensuring all authorized entries are accurately recorded and processed.
• EMI Bounced Entry Management: Handle EMI bounced entries as part of regular loan servicing activities, ensuring proper processing and resolution.
• Data Analysis & Reporting: Utilize SQL queries to extract and analyze data, supporting operational reporting and informed decision-making.
• Waivers & Adjustments Handling: Create manual receipts/payment advice, process waivers for charges, and manage excess amounts, including EMI knock-offs and reversals of adjusted entries.
• Operational Reporting: Prepare daily branch exception and productivity MIS reports, tracking performance and ensuring prompt issue resolution.

Description :

• Managed Daily Loan Closures: Oversaw daily loan closure activities across all products in the FinnOne system, ensuring 100% accuracy and compliance with the maker-checker concept.
• Processed Loan Foreclosures: Handled the foreclosure of loans, ensuring all necessary documentation and system updates were completed on time, driving timely closures.
• Matured Loan Closures: Administered matured loan closures, ensuring all end-of-term requirements were accurately met and updated in the system.
• Re-booked Foreclosed Loans: Managed Foreclosure Re-booking (FCRB), re-booking foreclosed loans with meticulous attention to detail for seamless processing.

• Manual Loan Foreclosure: Handled manual loan foreclosure calculations, ensuring accurate payoff amounts and prompt processing in the system.
• Excess EMI Refunds: Processed excess EMI refund payments, ensuring timely and accurate transaction entries in the system.
• Tranche Disbursement Payments: Managed Tranche (Dealer Funding) disbursement payments, ensuring accurate data entry and validation in the loan system.

Reconciliation and Adjustment:

• Parked Excess Amounts: Efficiently parked excess amounts through receipt entries, ensuring reconciliation and adjustment in loan accounts as required.
• Processed Manual Receipts: Created and processed manual receipts/payment advice, managed charge waivers, excess amounts, and EMI knock-offs.
• Adjusted Loan Entries: Reversed adjusted entries as needed, ensuring loan accounts were correctly balanced.

Reporting and Process Improvement:

• MIS Report Preparation: Prepared and tracked daily Management Information Systems (MIS) reports, including closure service trackers and Master Turnaround Time (TAT) reports, ensuring timely reporting.
• Hold Case Analysis: Conducted in-depth analysis of hold cases, driving early resolutions to minimize delays in loan processing and improve overall efficiency.

Communication and Service Delivery:

• Email and Query Management: Effectively managed email communication and follow-ups, addressing queries promptly and preventing potential escalations.
• Customer Service Excellence: Ensured seamless service delivery by addressing issues in a timely manner and maintaining customer satisfaction.

Description :

• Managed End-to-End Loan Operations: Oversaw the entire loan lifecycle, including customer service issue resolution and ensuring timely and accurate loan servicing.
• Processed Loan Foreclosures: Managed loan foreclosures, ensuring accurate documentation, calculations, and timely system execution in compliance with company policies.
• Administered Loan Settlements: Coordinated accurate loan closures in line with company policies and customer agreements, ensuring proper execution and documentation.
• Facilitated Loan Closures: Efficiently handled both normal and repo loan closures, ensuring compliance with closure terms and swift processing for customer satisfaction.
• Handled Part-Payment Transactions: Processed part-payment transactions, establishing repayment structures in the system in alignment with sanction terms and customer requests.
• Managed Loan Cancellations: Ensured proper execution of loan cancellations with full adherence to the necessary procedures and documentation.
• Processed Refunds & Fund Transfers: Administered excess refunds via RTGS, FT, and cheque, ensuring precision and timely completion of fund transfers to meet customer expectations.
• Allocated Excess Amounts: Transferred excess amounts to linked loans or applied adjustments against overdue payments, EMI bounce charges, and other applicable fees.
• Accurately Booked Excess Income: Ensured proper allocation and system updates of excess income, maintaining accurate financial records.
• Created and Processed Due Amounts: Generated and processed due amounts and waivers for charges, ensuring timely and accurate updates in customer accounts.
• Updated Customer Demographics: Maintained and updated customer demographic details in the system, ensuring accuracy for communication and service delivery.
• Published Daily MIS Reports: Produced and shared daily MIS reports related to loan closures, cancellations, and part-payments, offering stakeholders insights into operational performance.
• Cross-Functional Coordination: Collaborated with internal teams, external authorities, and customers to streamline processes and ensure the timely resolution of operational issues.
• Team Leadership: Led and motivated a team to efficiently complete tasks, fostering a positive, collaborative environment to achieve high performance.
• Audit and Compliance Support: Worked closely with audit teams, preparing and providing required data for compliance checks and internal audits to ensure adherence to regulatory standards.
• Customer Query Resolution: Addressed and resolved customer queries through the CRM system, providing timely and satisfactory responses to ensure customer satisfaction.