Praveen Kumar

• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Understanding core version of Loan IQ used by the bank. Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
• Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
• Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
• Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
• Optimized use of Internal tools, ensuring accurate tracking and follow-up of customer interactions.
• Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
• Improved service delivery consistency by standardizing response templates for common customer queries.
• Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
• Resolve functional issues related to the Loan IQ product, assisting customers with solutions and minimizing operational disruptions.
• Collecting relevant data and screenshots from the customer to help understand the issue.
• Cross verifying the internal document if the reported issue is a defect or working as expected.
• Attempting to replicate the issue based on the Customer’s input.
• Performing investigation with Root cause analysis of the reported issue.
• Communicating the replicated issue to technical or development teams for resolution.
• Keeping the customer informed about the progress and any workaround.

Tools Used: Loan IQ, Salesforce, JIRA, Service Now, Aspera, Faspex

Consultant - Employed by Randstad India Pvt Ltd from May 2018 to December 2018, working on assignment for client JP Morgan Chase Pvt Ltd.

• My primary role as part of the process in Commercial Banking in WLS (Wholesale Lending Service) is approving the booking and funding transaction.
• Booking and funding on 2 loan platform I. E., ACBS and Loan IQ.
• Validate the client documents and spot inconsistencies.
• To identify key risk to the group strategy operational, financial and reputational risk.
• Ensuring terms and conditions agreed and signed are in sync with the credit risk applications of the bank.
• Verify and examine information and accuracy of loan application and closing documents.
• To make sure the Internal funding and Wire funding is done in expected time.
• Processing Annual Renewals, Modifications and validating Rate changes pay down or paying off in Clients Facility and Posting of payments received from Market, Rollover/Reprising transaction.
• Working on Attorney prepared documents with Real Estate documents and art documents.
• Facilitated in procedural review, weekly reports on production, capacity utilization of the team, error analysis conducted month on month.
• To prepare daily reports and reconciliation reports on workflow management.
• Improved operational efficiency by identifying and implementing process improvements and streamlining workflows.
• Supported change management efforts by effectively communicating new processes, procedures, and expectations to all affected personnel.
• Increased team productivity by developing training materials and conducting workshops for new hires and existing staff members.

Tools Used: Loan IQ, ACBS, Integrated Credit Risk Desktop, MITS, Eclipse, Deal Works

• Gathered documentation and created reports on assessed information.
• Analyzed and documented company processes for executive leadership and suggested areas for improvement.
• Served as a Process Analyst, responsible for preparing Title Search Reports.
• To retrieve & verify the background check of a property for the Customers.
• We do full search on the property as well on the owner of the property to check for deeds, mortgages, taxes, open liens and judgement.
• We also check for easements of the property thereby creating a report for the buyer or lender.

Tools Used : Title point express, Title Wave, Next ace& Data trace.

• Process Associate in E-Publishing, working on projects for clients such as Lexis Nexis and Cengage.
• To handle automation process for Lexis Nexis.
• To deal with extraction, verification using java tools and various extraction tools.
• Used Verification tools like page scrapping, website validation, Email checker, Email Address Verification, Email Extraction.
• We also use MS Access & MS Excel with ASAP utilities.
• Managed multiple tasks simultaneously, ensuring timely completion of all assignments.

Tools Used : Iweb Crawler, Source Extractor, Web Data Extractor, Pate, Dice, and Happy harvesting tool.