ROMA GRACIA G. CANDELARIA

Job Profile Summary: Covers job responsible for reviewing actions, transactions, documentation, processes and programs to ensure quality standards are met, relevant controls are followed and executed, and deficiencies are identified and addressed.

Role:

• Monitor and evaluate the quality of inbound or outbound customer calls.
• Document quality issues and performance measures for management review
• Oversee a group of service monitors
• Provide information and assists in the feedback and formal education process of other staff.
• Work closely with both internal and external customers to meet their service’s needs.
• Act as a Subject Matter Expertise
• Provide information and assist in the feedback and education to staff

Job Profile Summary: Covers jobs responsible for collecting, preparing, coordinate and reviewing loan documents.

Role:

• Provides support in performing loan documentation duties on the most complex loan packages to ensure compliance with company’s policies and government regulations.
• Process or close loans and act as a main point of contact for internal or external customers during the loan process.
• Perform administrative, operational or customer support tasks related to complex loan packages.
• Manage an assigned pipeline of all loan types relative to business line.
• Provide subject matter expertise and interpretation of procedures to the team of Loan Documentation Specialists to ensure timely completion of work.
• Interact with immediate Loan Documentation tea, functional area, and internal peers outside work group on information related to the routine loan documentation process.

• Examine the quality of the chats of the transition trainees and coach them on the expected behaviors based on the demand of the production.

• Handles selected number of challenged agents in the outlier team to help them improve their performance