SANGEETHA P

• Handling the TN location of the Credit Operation Team.
• Evaluating the pre-sanction activities for mortgage loan applications (KYC and income document checking, preparing CAM for underwriting analysis).
• The team will be validating and assembling customer files for thoroughness and precision relative to loan application criteria, and rigorous adherence to customer KYC documents, income records, and agreements in alignment with policy for diverse customer categories.
• To review the customer CIBIL credit report, credit score, and payment history, as well as FI, FCPG (RCU), legal, and technical reports before authorizing payment, according to credit policy.
• Evaluated all forms of asset verification, including technical valuation, and collateral document reports provided by the technical/legal vendor team, along with the verification of title documents submitted by customers against the property.
• Evaluated potential risks associated with loan-to-value ratio and loan type. Analyzed applicants' financial situations to determine eligibility for financing. Assessed property value to ensure alignment with requested loan amounts.
• Scrutinize and interpret loan applications to verify income eligibility, accuracy, completeness, and compliance with internal and regulatory criteria to reduce risk factors.
• Validate the applicant's name, loan amount, tenure, ROI, EMI, and PF information for the loan agreement before disbursement.
• Interact effectively with loan officers, borrowers, and stakeholders, resolving questions, and sharing updates.
• Team will be handling File & Docket and Disbursement in finnone
• Main roles and responsibilities are to monitor TAT and SLA adherence to ensure efficient results production. Identified priority loans and collaborated with the team to meet TAT goals and FTR (First Time Right).
• Analyze performance on key process metrics, and execute RCA to enhance quality parameters.
• Manage and ensure the submission of all MIS, as required by the management.
• Analyze the performance of each team member, communicate feedback effectively, and ensure individual goal scores are readily accessible to team members.
• Conducting training for the sales team to achieve the FTR.
• Visiting all the branches to check the adherence to the policy and process.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• BCP Planning.
• Application Used: LPP.

Roles & Responsibilities:

Credit Operations - Mortgages

• Evaluating the Pre Sanction activities for Mortgage Loan Application (KYC and Income documents checking, preparing CAM for Underwriting Analysis).
• Three Team Leaders taking care for tray monitoring ( Prospect/Basic Data Entry/Financial Data Entry).
• Quality of cases processed by team through QC and providing essential feedback to the team members
• Conducting daily work place meeting to discuss performance related issues or product and process updates.
• Team will review the loan files for completeness, identification of Missed documents and generating the condition list of Applications.
• Main roles and responsibilities to maintain TAT and FTR ( First Time Right).
• Conducting training to sales team to achieve the FTR.
• Monthly productivity and rejection analysis and timely feedback to all team members
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• BCP planning.
• Application Used : ILENS ( ICICI Bank Lending Solutions).

• Need to ensure all officer's equipped with Credit card process and product knowledge
• Hiring in Chennai location, attrition control and cross training process of the officers
• Working on End to End new process SOP creation, process flow, officers training and other unit training( Email channel banking and cards, SME team, compliant team) for contact centre
• Monthly target should be met as per score card KRI and find below mentioned KRI's. A.Adherence, Occupancy of the officers, Quality, Cross sales (Religare, CPP, One assist, Portfolio products) AHT, ATT, Rejects, Customer complaints, Dispute, Charge back, Duplicate debits, UPL,SL and PL shrinkages, BQ uplifts. B.Motivating team members to achieve their Target as per KRI. C.Following PIP process to ensure officers are in the zone. D.Officer Appraisal and performance discussion for midyear and YTD financial year
• Compliant or request raised by the officer need to process on time
• Motivating team members towards achieving sales targets, quality targets
• New product and process update, shift adherence checking and quality monitor for team members monthly basis.
• Handling cases which was escalated to Head cards.
• Handled escalated cases and implement negotiation strategies to resolve customer complaints and service related issues retrieved call recording.
• Supporting teams to consistently deliver and optimize Sales and service outcomes

• An efficaciously handled inbound call pertains to credit card issues and Sales.
• Attained sales target every month. Consistent performer both in quality and productivity
• Resolved email cases (non-voice) as extra initiative; Preserved report for quality and productivity for entire tea