01Overview
Job Description
Job Title: SME (Subject Matter Expert)
Reporting to: Team Manager/Team Leader, Operations
Key Responsibilities
Assist a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity.
Maintain constant process knowledge; document and disseminate all updates received from the business area.
Participate in client calls as required; update the teams along with the Supervisors.
Provide training on new updates to all team members; conduct knowledge checks.
Suggest and drive process improvements.
Act as a trainer, QC, and processor as needed; conduct refresher trainings and handle quality sessions.
Coach underperformers to improve quality and efficiency.
Perform regular production duties and meet agreed numbers.
Address and resolve all processrelated queries of the team members.
Review, analyze, and ensure timely settlement of investor and mortgage insurance claims; manage claim status and request extensions as needed.
Stay updated with investor guidelines to file claims.
Document and maintain system necessary for proper claim handling and followup.
Research issues and obtain proper supporting documentation in a timely manner as requested by 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.
Qualifications
Diploma / Graduate any discipline.
3-4 years of experience in BPO, U.S Mortgage/Data Processing background.
Previous experience with mortgage claim filing is a requirement.
Minimum of 2 years in the Sr. Process Associate role.
Skill Sets
Good interpersonal skills.
Strong written and verbal communication skills.
Ability to coach.
Selfmotivated.
MS Office knowledge.
Flexibility to work in different shifts, especially night shifts.
U.S. Mortgage certification will be a value add. .
