Job Title: SPE
Reporting to: Team Manager/Team leader, Operations
Objectives
The SPE’s objective is to actively assist a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team leader/Team Manager, Operations, who will be the first point of contact for any issues, questions, or concerns.
Key Result Areas (KRAs)
Leadership:
Ø The SPE is responsible for maintaining constant process knowledge in the team.
Ø Responsible for maintaining and documenting all updates received from the business area.
Ø Will be a part of clients calls as required and will be responsible to update the teams alongside the Supervisors
Ø Responsible for cascading / providing training on new updates to all team members.
Ø Responsible for conducting the knowledge check.
Ø Responsible for suggesting and driving process improvements.
Ø Should have multi-tasking skills as a Trainer / QC / Processor and will conduct refresher trainings / handle Quality sessions on a need basis.
Ø Monitor and coach underperformers to improve their quality and efficiency.
Ø To be a part of the regular production and produce agreed numbers.
Ø Address and ensure resolution on all process related queries of the team members
Essential Functions:
Ø Review, analyze and ensure timely settlement of investor and mortgage insurance claims and managing claims to determine status and bring to closure and request extensions as needed.
Ø Must be updated with all investor guidelines in order to file claims.
Ø Document and maintain all system necessary for proper claim handling and follow-up.
Ø Research issues and obtain proper supporting documentation in a timely manner as requested by the investor or mortgage insurance company.
Ø Monitor claim process reports to ensure all required responses are timely filed.
Ø Complete timely audits of all assigned claims to ensure all requirements have been met and claim process can be validated.
Qualification:
Ø Diploma / Graduate any discipline.
Ø 2 - 4 years of experience in BPO, U.S Mortgage/ Data Processing background.
Ø Previous experience with mortgage claim filing is a requirement.
Skill Sets
Ø Good interpersonal skills
Ø Good written and verbal Communication skills
Ø Ability to coach
Ø Self-motivated
Ø MS Office Knowledge
Ø Flexibility to work in different shifts (especially night shifts)
Ø US Mortgage Certification will be a value add.