Job Description

• The position requires knowledge of US Lending Market

• Corporate / Commercial / Small Business Loans

• Responsible for reviewing, loan boarding & maintenance of new and renewed Corporate & Commercial Loan packages

• Handling the day-to-day processing in the Loans Syndication domain, resolving queries in a timely manner. Processing loan drawdowns, funding from loans platform and preparation of outgoing payments. Some level of static data loan maintenance. Reconciliation for loans related transactions and first level recon for loans specific accounts

• Loan Operations resources must be comfortable operating in several systems, including but not limited to: ALS, Info Access, On Base, n Cino, and Harland Clarke (statement and check vendor)

• Resource must have knowledge of interest calculations and ensure calculations are in sync with the loan system

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• The position requires knowledge of US Lending Market

• Corporate / Commercial / Small Business Loans

• Responsible for reviewing, loan boarding & maintenance of new and renewed Corporate & Commercial Loan packages

• Handling the day-to-day processing in the Loans Syndication domain, resolving queries in a timely manner. Processing loan drawdowns, funding from loans platform and preparation of outgoing payments. Some level of static data loan maintenance. Reconciliation for loans related transactions and first level recon for loans specific accounts

• Loan Operations resources must be comfortable operating in several systems, including but not limited to: ALS, Info Access, On Base, n Cino, and Harland Clarke (statement and check vendor)

• Resource must have knowledge of interest calculations and ensure calculations are in sync with the loan system

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### **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

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### **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

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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