Ricky Leo C J

Loan Servicing Operations

• Accomplished high-volume mortgage servicing operations as measured by managing cases daily with 100% SLA compliance by handling loan servicing requests, borrower inquiries, and account maintenance activities.
• Accomplished enhanced customer experience as measured by 98% communication accuracy by resolving payoff, escrow waiver, payment history, loan amortization-related inquiries for homeowners and third-party stakeholders.
• Accomplished faster issue resolution cycles as measured by a 15% reduction in turnaround time by partnering with underwriting, compliance, servicing, and operations teams to resolve complex account issues.
• Conducted quality control reviews (QC) of team transactions to identify opportunities for process improvement, resulting in reduced servicing errors.
• Accomplished regulatory compliance excellence as measured by adherence to servicing policies and documentation standards by maintaining accurate records and applying root cause analysis (RCA) to recurring issues.
• Processed payoff requests accurately and timely by reviewing loan balances, escrow information, fees, and servicing records while coordinating with homeowners and title companies.
• Leveraged Excel and Salesforce for KPI monitoring, reporting, and analytics, enhancing operational visibility and performance tracking.

• Enhanced customer satisfaction by reducing escalations and receiving positive feedback through timely, empathetic communication.
• Resolved 100+ insurance queries monthly through workflow optimization and structured problem-solving to enhance customer experience.
• Streamlined documentation to reduce repeat queries and support continuous improvement initiatives for process efficiency.

• Completed online course on coursera in E-marketing specialization and Digital Marketing
• Relevant Coursework: Financial Management, Corporate Tax, E-Commerce(ERP), HR in SAP
• Member of the Cultural Forum and Seminar Group