Uma Mathew

Key Responsibilities:

The role of a Credit Bureau Management Escalations Representative primarily involves handling and resolving escalated credit bureau-related issues and disputes. These representatives act as a bridge between consumers, credit bureaus (like CIBIL, Experian, Equifax, TransUnion, and Innovis), and internal departments of a financial institution. Here's a breakdown of their key responsibilities:

• Handling Escalated Disputes: Investigate customer complaints and disputes related to incorrect or outdated credit report data.
  Review supporting documentation from customers (e.g., loan closure letters, payment proofs).
• Liaising with Credit Bureaus:
  Communicate with credit bureaus to raise or resolve disputes.
  Ensure that corrections or updates to customer credit profiles are done accurately and promptly.
• Root Cause Analysis:
  Identify recurring issues causing credit report errors (e.g., system glitches, data mismatch).
  Recommend long-term solutions to reduce such escalations.
• Customer Communication:
  Respond to customer escalations via email, call, or letters in a professional and timely manner.
  Clearly explain credit report issues and the resolution steps.
• Compliance and Reporting:
  Ensure that all activities comply with RBI regulations and data privacy norms.
  Maintain logs of escalations, resolutions, and timelines for audit and compliance teams.
• Coordination with Internal Teams:
  Work with loan servicing, collections, legal, and IT teams to get accurate customer account data.

• Company Overview: We provide end-to-end support right from identifying the course and educational institution to the visa application process to fulfill your study abroad dream. Students to enroll in renowned colleges and universities in the UK, Canada, Australia, Germany, New Zealand, France, Ireland, Dubai, Malaysia.
• Career Guidance: Need to guide the students regarding the courses, job opportunities, the qualifications necessary, etc.
• All-encompassing Guidance: Many a time, the aspirants and their parents would be in dilemma concerning the course, country, university, and so on. My responsibility is to clarify all the doubts and help each student to choose the course. We will guide you based on your career dreams, budget availability, course requirements, and other relevant aspects.
• Application Processing: We need help students to file the application to the university chosen. An expert’s guidance and assistance are vital in avoiding errors in the application and ensuring that it is submitted according to the guidelines of the university on time.
• Visa Processing: Visa processing may turn into a complex task for the students. Our professional study abroad consultants would handle all the processes and help you get the visa hassle-free.
• Pre-departure Session: Students moving to a completely new country. An alien land, about which you know only through online platforms. We would hold pre-departure sessions to help you out in understanding the country and every factor related to it.
• Post-arrival Assistance: After students reach a foreign educational destination. We are there to support students in time of need. Students can consult us for administrative backing as well.
• Dates include: Career Guidance, Selection of the Course, University to Choose, Country of Education, Test Preparations, Application Procedure, Visa Guidance, Pre-departure Session and Post-arrival Assistance, and administrative backing.

• As a credit controller I was responsible for managing the debts of a company. I was tasked with coordinating the debts of existing creditors and managing new requests for credit. Ultimately, manage all money borrowed or owed to the company.
• I was responsible for collecting debts from our company debtors, evaluating new credit requests, ensuring timely payments of company debts, processing invoices, maintaining the sales ledger, and providing administrative support.
• I must keep a good eye for detail and the ability to reconcile complex company accounts. To maximize company profits by efficiently managing its debts.
• Tool used: Net suite
• Duties include: Evaluating new credit requests and conducting client credit checks, Managing and collecting debts from company debtors, Setting up the terms of credit for new clients, Negotiating payment plans, Managing the collection of all payments and debts, Responding to client inquiries, Processing invoices, Preparing statements and reports for the company accountant, Managing the sales ledger, Liaising with customers and the sales team, Good understanding of the legal complexities of loans, payment plans, and interest rates, Proficient in Accounting and Office software, Ability to reconcile complex debtors’ accounts, Strong communication skills, Ability to deal with problematic clients
• Tool used: Net suite

• Customer service means ensuring that the client or customer has the best experience possible. I’ve learned that by listening to the customer’s desires, concerns, and perspective, I’m able to figure out the best way to solve any issues that come up.
• Duties include: Respond to customer queries in a timely and accurate way, via phone, email or chat, Identify customer needs and help customers use specific features, Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users), Update our internal databases with information about technical issues and useful discussions with customers, Monitor customer complaints on social media and reach out to provide assistance, Share feature requests and effective workarounds with team members, Inform customers about new features and functionalities, Follow up with customers to ensure their technical issues are resolved, Gather customer feedback and share with our Product, Sales and Marketing teams, Assist in training junior Customer Support Representatives.
• Duties include: Respond to customer queries in a timely and accurate way, via phone, email or chat, Identify customer needs and help customers use specific features, Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users), Update our internal databases with information about technical issues and useful discussions with customers, Monitor customer complaints on social media and reach out to provide assistance, Share feature requests and effective workarounds with team members, Inform customers about new features and functionalities, Follow up with customers to ensure their technical issues are resolved, Gather customer feedback and share with our Product, Sales and Marketing teams, Assist in training junior Customer Support Representatives.

• It’s a semi voice process.
• Tool used: Calyx
• Duties include: Pre underwriting review for E2E loan processing, Obtaining various third party documents and its review (Title commitment, HOI, Payoff), Obtaining and review of Income and credit related documents, Completion of employment verification for income and mortgage verification, Setting up upto closing by submitting documents to different lenders, Ensuring that Funding process is done on time.
• Tool used: Calyx

• It’s a voice process.
• Tool used: Calyx
• Duties include: With available borrower records reaching them, Then having a discussion with borrower what type of loan and term period they require based on credit score and previous history, Calculation of the best rate to be offered, Once offer is accepted gathering documents and transferring file to Processing team, Once documents review and underwriting work is over file is moved to closing.
• Tool used: Calyx

• It is a semi voice process.
• Duties include: Review Homeowner and Flood policy review, Reaching agency or insurance companies through call/mail/fax for obtaining renewal policy, related documents related to insurance and confirm premium amount, Making sure premium payment regularly basis. If not informing borrower the same.
• Duties include: Review Homeowner and Flood policy review, Reaching agency or insurance companies through call/mail/fax for obtaining renewal policy, related documents related to insurance and confirm premium amount, Making sure premium payment regularly basis. If not informing borrower the same.

• It’s a semi voice process.
• Work deals with preservation and maintenance of foreclosed properties.
• Duties include: Confirming work based on before and after work completion photographs from different angles, Verification of appraisal document, Creating bid and making payment, Creating and assigning task to work to different work groups
• Work deals with preservation and maintenance of foreclosed properties.

• It’s a semi voice process.
• Duties include: Reviewing Title commitment, Homeowner Insurance policy and Flood policy review, Property related documents, Supporting and assisting team, Training new folks, Helping supervisor to remove and resolve escalations on loans, rate on expiring and closing files, Helping to resolve the defects and moving loan to underwriting.
• Jr. underwriting
• Fraud Detection: Verifying and detection of fraud in bank statements, income and other related documents, Also confirming frauds in LOX provided by borrower.
• Compliance: Loan application supplement, 1003, Secured personal credit line applications
• Credit: Credit report review, Credit supplement review, Credit explanation statement, Payoff statement review, Income calculation and review.
• Jr. underwriting