Sunilkumar L
Bangalore
Summary
- To grow as a successful professional in the Competitive world by integrating my strong analytical, logical and interpersonal skills.
- Intensively worked in mortgages department handling Reconciliation and payments, Exception Reporting, Indexing team and acted as a point of contact for offshore team, training interns and providing process workflow.
- Ability to prioritize and run multiple tasks simultaneously and ensure timely and accurate delivery of the same
Overview
7
7
years of professional experience
Work History
Role: Subject Matter Expert
Concentrix
Bengaluru
04.2018 - Current
- Company Overview: Industry : Mortgages & Banking Service line : Home Mortgage Services
- Worked as a SME for Australia Mortgage loan services specialized in handling Reconciliations and Payments, Exception reporting, Indexing and active participation in AOM, Report Generation.
- Ensuring key performance indicators like SLA, TAT, procedural adherence, risk compliance, escalation handling and resolution and accuracy targets are met of the process.
- Ensures loans are processed in accordance with established guidelines and Truth and Lending rules/regulations.
- Daily Reconciliations on TLM application and upload journal through Oracle.
- Verify all documentation and approval for Fee refund and create journal and BDE (Credit and Debit transaction).
- Verifying payment transactions created by upstreams.
- Ensure optimum productivity in the process, exceeded internal quality standard and achieved high customer satisfaction test scores (CSAT).
- Transfer of surplus fund to the customers as a mode of full and final settlement when the account is closed.
- Meeting daily targets with the best quality and the service the customer.
- Actively taking part in AOM (Active Operational management).
- Helping the associates with process related queries.
- Acted as first point of contact for onshore team and responsible for allocating files to agents.
- Daily AOM reports, Updating EOD & maintaining reports. Prepare and Provide data to stake holders and clients as per the requirement.
- Preparing weekly
- Planning and Variation data
- Conducting training sessions for newly joined.
- Auditing the files processed by the associate and providing feedback as a back up QA.
- Working on priority files with 100% customer satisfaction.
- Conducted regular performance reviews of customer service team members to identify areas for improvement.
- Created detailed reports on customer inquiries, complaints, and suggestions.
- Provided guidance and assistance to junior level staff members when needed.
- Provided training sessions to new customer service staff on best practices.
Education
M.com -
Mysore University
Bangalore 06-2015
B.com -
University Of Bengaloru
Bangalore 06-2013
PUC (Commerce) -
Karnataka PU Board
Bangalore 06-2010
SSLC -
Karnataka Secondary Education Examination Board
Bangalore 05-2008
Skills
- Good communication skills
- Good team player
- Punctual
- Team leadership
- Operational management
- Quality assurance
- Mortgage regulations
- Problem solving
Awards
- Received certificate of appreciation for being fanatical about our clients and staff.
- Received Dexter award in Concentrix daksh pvt ltd.
- Received Best of Best award.
- Received Best performer award in quarters.
Hobbies and Interests
- Watching Movies
- Solving puzzles
Disclaimer
I hereby declare that the above written particulars are true to the best of my knowledge and belief.
Languages
- Kannada
- English
- Telugu
- Hindi
Personal Information
- Date of Birth: 02/05/92
- Marital Status: Married
- Place of Birth: Bangalore
Languages
English
Advanced
C1
Timeline
Role: Subject Matter Expert
Concentrix
04.2018 - Current
M.com -
Mysore University
B.com -
University Of Bengaloru
PUC (Commerce) -
Karnataka PU Board
SSLC -
Karnataka Secondary Education Examination Board
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