Training, Coaching, Customer Service, Team Management, Handling OJT, Knowledge about Mortgage servicing
Call Center Management
September 2011 - March 2014
Develop, conduct, and monitor training for employees.
➢ Monitor and coach representatives during on job training.
➢ Work closely with Call Center Management to ensure consistency.
➢ Develop and distribute training aids and instructional materials.
➢ Develop and organizing resource materials.
➢ Develop trainee assessments to determine performance of new hires.
➢ Report schedules, participant attendance, and evaluations.
➢ Review and edit training curriculum for the team.
➢ Maintain training records for all new hires.
➢ Handling the On Job Training for new hires (Taking escalation calls, looking closely on trainees performance)
Customer Care Coordinator (May 2007 to Aug 20011).
➢ Provide customers with information on their mortgages ranging from payment information to taxes, insurance and payoff.
➢ Direct calls to appropriate departments in event, information are not available or require research.
➢ Take mortgage payments over the phone, respond to inquiries regarding hazard and flood insurance issues and disbursements, respond to inquiries regarding tax issues and disbursements.
➢ Review and explain escrow disclosure statements (i.e. account shortages and overages).
➢ Discuss and respond to inquiries regarding loan types and terms (i.e. Conventional, ARM).
➢ Provide the procedure for any addition/changes/deletion request of customer names from account record by ensuring that proper documentation is received and investor guidelines are met.
E Customer Care Associate
e4e Business Solutions
May 2005 - March 2007
Worked as Loan processor for Citibank.
➢ Handling inbound calls, assisting brokers to get the mortgage loan and requesting them to send the appropriate documents.
➢ Helping the customer with their loan application until approved or denied.
➢ Maintain customer confidence by keeping account information confidential.
➢ Accomplish company mission by completing related results as needed.
➢ Conducted new hire training for 35 call center associates at Addison, Texas( Also handled On Job Training)
➢ Conducted new hire and refresher training for call center associates at Houston, Texas
Qualifications & Certifications
Dada Vidhya Higher Secondary
Bachelor in Commerce
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