Jul 2017 – Jan 2025 · 7 yrs 6 mos · Greater Kolkata Area

Jun 2017 – Jul 2019 · 2 yrs 1 mo · Greater Kolkata Area

Jun 2017 – Jan 2025 · 7 yrs 7 mos

• Process & Operations Support: Hands-on experience supporting US mortgage backend operations, including data validation, documentation review, and structured reporting. Quality & SLA Management: Strong adherence to QA/QC guidelines, SLA targets, and compliance requirements with consistent high-quality output. Problem Resolution: Identified and resolved data discrepancies through process checks and cross-team coordination, helping reduce rework and delays. Communication & Coordination: Clear and professional email and chat communication with internal teams and stakeholders to address process-related queries. Client Support Orientation: Exposure to client-facing support via email communication while maintaining confidentiality and service standards. Process Improvement: Contributed to workflow improvement initiatives that enhanced turnaround time and operational accuracy. Training & Knowledge Sharing: Supported onboarding and guided new team members on process guidelines, quality expectations, and documentation practices. Tools & Documentation: Proficient in MS Excel and MS Word for reporting, tracking, and documentation; working exposure to Netronline and US county databases. Web Chat & Email Support: Provided real-time web chat and email-based support for international (US) process operations, responding to queries within defined TAT and SLA while maintaining accuracy and confidentiality.