Anthony John Victor Pallaji Thomas

• Prepared daily MIS to record productivity and end of day reports.
• Managed a team as and when required by the management and delivered outstanding results.
• Explained product prices and packages as well as answered questions and addressed concerns of customers.
• Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
• Utilized sales techniques to build customer interest and close sales.
• Asked relevant questions to assist customers with selecting needed or requested products and services.
• Set up appointments with interested customers according to schedule availability.

• Analyze securities :( Encumbered & Unencumbered), Calculate Loan to Value.

• Income calculation: Employed (Salaried), Self Employed (Sole trader, Partnership, Ltd Company, Trust). Work on Individual Tax Return, Company or Partnership or Trust Tax Return, Business financials (Profit & Loss Account & Balance sheet). Identify all assets & Liabilities & Income & expenses. Also Analyze documents for self funded retirees, Casual & Contract Employees applications.

• Analyze Other Income: Rental income from Investment properties & Income from Shares, Company Profit, and Dividends etc.

• Analyze repayment: on current & existing Mortgage & Personal loans & Charges on Credit Cards, also consider repayment on business loans based on ownership & securities. Consider All other expenses like living cost (based on dependents).Insurance payments etc.

• Analyze Bureau Report(If necessary): Bureau report explains about applicants Current & previous Credit Enquiries, Existing loans, Application & behavioral score, Bankruptcy, Paid Unpaid & Judgmental defaults, possible & strong matches, cross reference, residential address, ID proof, etc.

• Analyze existing applicant's profile with Barclay’s through Customer gateway, it confirms applicants account conduct.

• Academy coach for the junior resources(case managers) to get promoted as Underwriters

• Resolve customer queries with respect to the mortgage application.

• Keep the customers updated on the loan status like decline information, sanction information, reason for the pending application etc…

• Supervisor call – Handle escalation calls.

• Taking ownership of handling other underwriter’s calls in their absence & work on those cases to resolve the queries.

• Interacting with Other Departments and Stopping Escalations and Complaints.

• Providing Feedback and monitoring calls to help Agents to meet their Sla’s.

• Listened to customers' questions and concerns to provide answers or responses.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Generated reports to track performance and analyze trends.

• Assessed and resolved customer service problems and executed solutions.
• Met customer call guidelines for service levels, handle time and productivity.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted available products and services to customers during service, account management, and order calls.