Job Description

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:


? The SPE is responsible for maintaining constant process knowledge in the team.


? Responsible for maintaining and documenting all updates received from the business area.


? Will be a part of clients calls as required and will be responsible to update the teams alongside the Supervisors


? Responsible for cascading / providing training on new updates to all team members.


? Responsible for conducting the knowledge check.


? Responsible for suggesting and driving process improvements.


? Should have multi-tasking skills as a Trainer / QC / Processor and will conduct refresher trainings / handle Quality sessions on a need basis.


? Monitor and coach underperformers to improve their quality and efficiency.


? To be a part of the regular production and produce agreed numbers.


? Address and ensure resolution on all process related queries of the team members


Essential Functions:


? 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.


? Must be updated with all investor guidelines in order to file claims.


? Document and maintain all system necessary for proper claim handling and follow-up.


? Research issues and obtain proper supporting documentation in a timely manner as requested by the investor or mortgage insurance company.


? Monitor claim process reports to ensure all required responses are timely filed.


? Complete timely audits of all assigned claims to ensure all requirements have been met and claim process can be validated.

Qualification:

? Diploma / Graduate any discipline.


? 2 - 4 years of experience in BPO, U.S Mortgage/ Data Processing background.


? Previous experience with mortgage claim filing is a requirement.

Skill Sets

? Good interpersonal skills


? Good written and verbal Communication skills


? Ability to coach


? Self-motivated


? MS Office Knowledge


? Flexibility to work in different shifts (especially night shifts)


? US Mortgage Certification will be a value add.