Job Description

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Job Title: Analyst
Req Id: 102164
City: Mumbai
State/Province: Maharashtra
Posting Start Date: 10/8/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
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Role Purpose
Review and screen residential owner occupied and buy to let (in both individual names and
trading companies names) property valuations ensuring these meet minimum standards,
acceptance criteria and within agreed SLAs.
o Following receipt, take appropriate actions including updating case details, loan
amounts, pvqs, declines etc.
Provide updates on declined cases to customers and brokers.
The instruction and receipt of mortgage valuations and Redbook Light valuations
Raise, respond and service post valuation queries for completed property valuations ensuring
appropriate action is taken
Action requests from colleagues, customers and brokers regarding property information, access
details and loan information.
Protect the customer and the Bank by having a strong knowledge of anti-money laundering
policies, customer due diligence policies and fraud prevention processes. Identification of
potential external fraud, and scheme misuse to protect the bank against possible bad debts
Support the successful progression of mortgage applications through the use of systems,
applying the correct updates and notes in a clear and concise way
Technical system knowledge of mortgage origination systems and the wider supporting
systems (quest, lender hub, etc.)
Support the management of a large volume of mortgage valuations, and work is prioritised
accordingly to deliver against service KPIs
Action property and valuation related requests from others areas of the Bank including UW,
Completions, servicing and financial assistance.
Adhere to Standard Operating Procedures when assessing Mortgage valuations, applying
valuation criteria and policies to the assessment to ensure appropriate decisions can be made as a result of the valuation review
?
Do
Support process by managing transactions as per required quality standards

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
• Update own availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per the SLA's defined in the contract
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

?
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Accurately process and record all incoming call and email using the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

?
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

?
Deliver
No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Mortgage( DM) .
Experience: 1-3 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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Skills Required