Rekha Yogesh Raut

• Handled inbound and outbound calls to support customers with ICICI credit card services, documentation, and account-related queries.
• Specialized in customer retention, persuading cardholders to retain their accounts by highlighting product benefits and customized offers.
• Conducted thorough verification of documentation and service requests to ensure compliance and completeness.
• Maintained daily MIS and call log reports, contributing to transparency, process monitoring, and issue tracking.
• Collaborated with internal teams to resolve service issues promptly, ensuring customer satisfaction and retention targets were met.
• Supported team with knowledgeable administrative assistance.
• Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
• Demonstrated computer skills for data entry and answered broad variety of inquiries.

Account Opening & Operations Specialist
March 2007 – Present

• Acted as a vital liaison between the Account Opening team and the Approval Hub, streamlining communication and aligning cross-functional goals in coordination with onshore partners.
• Maintained 100% compliance with SLA targets, ensuring zero misses and consistently high performance standards across all deliverables.
• Conducted Reject Analysis and identified rejection trends to support leadership in improving First Time Right (FTR) rates and reducing error frequency.
• Led daily team huddles to review rejections and implement corrective actions, driving the team toward achieving 100% FTR.
• Monitored and ensured timely resolution of ASAP Defects and PBI (Production Break Issues) to avoid delays in account activation and improve turnaround time.
• Collaborated closely with the Intake (Upstream) team to resolve pending banker information tickets, ensuring receipt of complete files within defined timelines.
• Performed regular Quality Checks on team outputs and compiled daily quality reports to track performance trends and enable continuous improvement.
• Verified customer-provided documentation and system data to ensure compliance with regulatory and operational standards prior to account opening.
• Collaborated with global onshore teams to execute critical client account maintenance tasks, including address changes, suitability reviews, financial updates, and beneficiary additions/modifications, ensuring regulatory compliance and data accuracy.
• Efficiently managed the ticket queue via WorkHub, ensuring timely resolution of all requests and consistent adherence to SLA commitments.
• Proactively communicated potential processing delays to onshore stakeholders, maintaining transparency and fostering trust across cross-border teams.
• Liaised with the Technology team to troubleshoot and resolve failed tickets, escalating complex issues when needed and ensuring thorough follow-up until final closure.
• Played a key role in reducing backlog and improving overall turnaround time by streamlining coordination and optimizing ticket handling workflows.
• Performed thorough document verification for multiple Lines of Business (LOB) including Retail, Commercial, and Private Banking accounts, ensuring adherence to defined compliance and process standards.
• Accurately transitioned eligible accounts to JPMC Service accounts as per internal transfer protocols and client categorization rules.
• Consistently met or exceeded SLA expectations, ensuring zero misses and delivering timely, high-quality output.
• Generated and maintained daily team performance reports, providing key operational insights and visibility to management.
• Acted as a point of contact for the team by resolving process-related queries, providing support and guidance to ensure smooth day-to-day operations.
• Conducted thorough quality checks on Credit Card Affidavits, ensuring producers adhered to guidelines and completed documentation with 100% accuracy.
• Verified Verifier/Notary identity, signatures, and authorization details against affidavit content to maintain legal and compliance standards.
• Completed detailed checklists post-analysis to validate document integrity and ensure audit readiness.
• Cross-trained across multiple queues and processes to build multi-skill capabilities and ensure seamless workflow management.
• Delivered structured process training sessions to new and existing agents, promoting quality awareness and operational consistency.
• Maintained and updated Monthly MOM (Minutes of Meeting) documentation to track process changes, enhancements, and compliance requirements.
• Led end-to-end operations for NOC issuance, document verification, and scrutiny, ensuring accuracy, compliance, and adherence to client-specific standards.
• Interacted directly with clients to gather requirements, deeply understand business processes, and identify automation opportunities to enhance operational efficiency.
• Spearheaded the full lifecycle of NOC and documentation handling, playing a key role in streamlining workflows and reducing turnaround time (TAT).
• Focused on process improvement to enhance qualitative productivity while consistently delivering within agreed SLA and compliance metrics.
• Prepared and validated daily, weekly, and monthly MIS reports, ensuring transparent performance tracking and SLA governance.
• Delivered process trainings and shared innovations with peers and subordinates, contributing to team skill development and process knowledge enhancement.
• Ensured completion of daily tasks with high accuracy and efficiency, maintaining strong compliance with regulatory guidelines.
• Fostered cross-team collaboration to support broader organizational goals and strengthen interdepartmental coordination.
• Conducted detailed Point of Sale (POS) Certification audits on loans originated by the sales team to validate completeness, compliance, and accuracy of loan applications and POS documentation.
• Reviewed full mortgage loan files from a sales and underwriting perspective, ensuring alignment with Citi Mortgage, Inc. guidelines and specific channel-based checklists.
• Performed in-depth reviews across various mortgage programs, assessing borrower eligibility, adherence to credit policy, and compliance with risk administration protocols.
• Analyzed loan applications for critical data points including residential status, employment, income, assets, liabilities, and credit history—ensuring all underwriting prerequisites are met.
• Scrutinized applicant details (SSN, DOB, current address) and flagged derogatory credit events such as bankruptcies, foreclosures, collections, judgments, and liens.
• Validated outputs from automated underwriting systems (AUS), such as Desktop Underwriter (DU), and applied additional manual conditions where documentation was insufficient.
• Delivered loan-level feedback reports (Pass/Fail status with reasons) to Loan Officers and their respective Managers via email, including detailed audit points and actionable improvement areas.
• Applied Fannie Mae Credit & Income scoring guidelines for AUS submission and included relevant process conditions for final loan decisioning.
• Ensured strict compliance with regulatory and internal controls while supporting overall risk mitigation and process improvement efforts.
• Processed and reviewed U.S. Mortgage Loans at the Registration stage, ensuring complete and accurate intake of consumer loan files in accordance with company guidelines and U.S. Government regulations (e.g., Flood Zones, County-specific requirements).
• Verified subject collateral properties against compliance norms and ensured eligibility based on internal and federal standards.
• Assigned appropriate vendor appraisals to respective client files, streamlining appraisal processes and reducing turnaround time.
• Collaborated closely with Tele-Mortgage Consultants (TMCs), Processors, Underwriters, and third-party vendors to execute changes and clarify file discrepancies.
• Maintained proactive communication with clients via email to resolve outstanding issues and gather missing documentation.
• Generated and maintained daily reports and MIS dashboards, supporting transparency and workflow tracking.
• Conducted Quality Control (QC) checks on peer work and prepared QC MIS reports to highlight trends, flag recurring errors, and improve team performance.
• Played a key role in training new recruits and resolving process-related queries, promoting knowledge sharing and operational consistency within the team.
• Handpicked to be part of the Pilot Batch for launching the Credit Card Processing Unit, reflecting performance excellence and process trust.
• Reviewed customer transaction history to determine eligibility for various fee charges, ensuring adherence to criteria based on product and state-specific regulations.
• Applied and verified appropriate fee structures, discounts, and credit programs, ensuring accuracy before billing and enhancing customer experience with special offers where applicable.
• Processed PFS Home Loan application kits, ensuring accurate and efficient data entry into the system while validating applicant information in line with institutional guidelines.
• Verified all incoming loan applications against defined qualification criteria, determining applicant eligibility (Approved / Referred / Disqualified) and taking appropriate next steps.
• Assigned qualified loans to Tele-Mortgage Consultants (TMCs) and prepared detailed End-of-Day (EOD) reports to track daily progress and workflow.
• Delivered on-the-job training to new joiners, promoting process accuracy and smooth onboarding into the team.
• Created and shared regular MIS reports with supervisors, offering insights into productivity, application flow, and exception handling.
• Proactively identified and resolved process inefficiencies, helping streamline loan processing and improve turnaround time (TAT).
• Ensured accurate fee validation and approval prior to applying charges to avoid discrepancies and maintain regulatory compliance.
• Monitored and assigned End-of-Day (EOD) credit card processing tasks, ensuring smooth and timely completion of daily operations.
• Contributed to process documentation and shared continuous feedback to help shape the standard operating procedures during pilot stage rollout.Credit Card Operations Specialist – Pilot Batch
• Handpicked to be part of the Pilot Batch for launching the Credit Card Processing Unit, reflecting performance excellence and process trust.
• Reviewed customer transaction history to determine eligibility for various fee charges, ensuring adherence to criteria based on product and state-specific regulations.
• Applied and verified appropriate fee structures, discounts, and credit programs, ensuring accuracy before billing and enhancing customer experience with special offers where applicable.
• Ensured accurate fee validation and approval prior to applying charges to avoid discrepancies and maintain regulatory compliance.
• Monitored and assigned End-of-Day (EOD) credit card processing tasks, ensuring smooth and timely completion of daily operations.
• Contributed to process documentation and shared continuous feedback to help shape the standard operating procedures during pilot stage rollout.