Customer Service Mortgage

Dixiti Kamble

*************@*****.*** +1-780-***-****

Suite 0515, 8510 - 111 St NW, Edmonton, Alberta - T6G 1H7 SUMMARY

Motivating and Observant Team Leader with 9+ years of experience in leadership role. Streamlined protocols for maximized production, 100% quality and employee progress. Focused and committed to result-oriented and problem-solving. Knowledgeable about Home Mortgage Modifications, Escrow Analysis (Tax and Insurance) and Underwriting. Previously employed with US based home mortgage company (Ocwen Financial Solutions). Recently immigrated to Canada as a Permanent Resident (PR). SKILLS

• Team Supervision

• Personnel Training and Development

• Time Management

• Excellent Multi-Tasker

• Effective Team Player

• Process Improvement

• Proficient in MS office applications

WORK EXPERIENCE

Team Leader - Operations

Ocwen Financial Solutions India Pvt. LTD. Pune, Maharashtra March 2015 - November 2018

• Developed incentives to boost staff morale, drive motivation, increase performance and retain top talent

• Created training manuals targeted at resolving simple and difficult customer issues

• Delegated tasks to team members to optimize productivity

• Integrated process improvements to increase overall workflow

• Communicated and coordinated with multiple departments to achieve top results

• Assessed, motivated and empowered team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growth

• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction

• Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service

• Fostered positive employee relationships through effective communication, training and development & coaching

• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency

• Analyzed employee workloads to meet seasonal fluctuation needs

• Enforced adherence to company policies, answered coworkers' questions and trained new personnel

• Interviewed, hired and trained new employees

• Did Quality checks before, during and after shifts to immediately resolve issues that could cause project delays

• Mentored newly hired employees and implemented training on new updates and procedures to prevent quality and incorrect processing Senior Analyst/SME - Operations

Ocwen Financial Solutions India Pvt. LTD. Pune, Maharashtra March 2009 - March 2015

• Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports. Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan

• Approved mortgage loans by examining applications and supporting documentation.

• Updating Account Balance reported by the bank to reflect transaction that have occurred since the reporting date.

• Determined appropriate overage and shortage spread and fee waivers

• Worked on Loan Modification and did quality check for Loan Modifications.

• Dealing with Borrowers Payment. Ensured borrowers made mortgage payments on time as per signed agreements

• Expertise in working at 100% quality and 100% TAT during high workflow.

• Mentoring new joined associates with any process related queries. EDUCATION

Masters in Personnel Management: Human Resource Management Institute of Management Social Science & Research Pune, Maharashtra 2011 Bachelor of Commerce: Accounting & Business Management Chintamanrao College of Commerce Kolhapur, Maharashtra 2008 ACHIEVEMENTS

• Winner of the "Top Performer of the year” Award twice, [2010 & 2011]

• Being the Top performer for consequently 3 years, I was selected for On-site learning program in USA in the year 2012

• Consistently exceeded daily productivity targets

• Awarded "Speed King", "Quality Champ" & "Consistent Performer" as a Mortgage Specialist

• Process Improvement - Created new departmental procedures manual. Assessed organizational training needs.

CERTIFICATIONS

Mortgage Bankers Association:

• Basics of Mortgage Servicing and Loan Servicing

• Cashiering Overview Web Course

• Escrow Essentials for Loan Administration

• Bankruptcy Essentials - Web Course (DL2-001004-WC-W)

• Conventional Foreclosure, Claims & Corporate Advance - Web (DL2-001005-WC-W)

• Essentials of Default Administration - Web Course (DL2-001006-WC-W)

• Insurance Servicing - Web Course (DL2-000112-WC-W)

• Loss Mitigation Web Course (DL2-001031-WC-W)

• Detecting Mortgage Loan Fraud - Web Course (DL2-000135-WC-W)

• Essentials of Investor Reporting - Web Course (DL2-001001-WC-W)

• Essentials of Mtg Payoffs, Lien Release & Assumptions - Web (DL2-000991-WC-W)

• Essentials of Servicing Transfers - Web Course (DL2-001002-WC-W)

• Residential Underwriting Basics - Web Course (DL2-000133-WC-W)

• Servicing Home Equity Products - Web Course (DL2-000993-WC-W)

• Special Loan Administration I - Web Course (DL2-000992-WC-W)

• Special Loan Administration II - Web Course (DL2-001007-WC-W)

• Understanding Personal Tax Returns - Web Course (DL2-000130-WC-W)

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