Nigel Fernandes
Dubai,UAE
Summary
Detail-oriented quality analyst with years of field experience. Strong observation skills with above-average proficiency in mathematics and language. Fast learner with talent for solving complex problems quickly to keep companies operating smoothly.
Experienced Mortgage Underwriter & Banking operations ,with knack for assessing risk and ensuring regulatory compliance. Played pivotal role in streamlining underwriting processes, resulting in quicker turnaround times and higher customer satisfaction. Recognized for delivering thorough and accurate evaluations, helping to significantly reduce default rates.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Quality Analyst Team Lead
DU Telecom
Dubai
02.2018 - 10.2024
- Monitor and evaluate randomly selected calls to assess Agency service level to complete online evaluations of Agents Calls
- Conduct weekly and monthly meetings to discuss Random call monitoring and calibration sessions with Agency QA to develop scoring consistency and best practices
- Preparing weekly Agency Transactional reports / Compliance Reports / Weekly Call back reports
- Assist Team Leader in various task and activities assigned, and deliver the task before timeline
- Handling Escalation emails / Trouble tickets in order to deliver timely resolution as per SLA
- Conduct Training sessions for collection partners.
Mortgage Underwriter NatWest (Branch & Brokers), Personal & Business Banking
Royal Bank Of Scotland Business Services India Pvt. Ltd.
10.2015 - 09.2017
- Accredited as a “POD A Underwriter” & “KYC Analyst” by RBS
- Assessing the credibility and affordability to sanction the Mortgages, verifying client documentation as per the policy and calculate income for credit assessment
- Excellent knowledge of 4 C’s Credit, Capacity, Cash, and Collateral of Underwriting
- Verifying KYC Documents to ensure fraud cases do not slip through
- Training new joiners and perform Quality Checks to ensure accuracy
- Regularly communicating with the Brokers & Personal Mortgage Advisors to ensure closure of the application.
Sr. Process Associate SQC (Service Quality Check) Singapore, Corporate & Institutional Banking Operations
Royal Bank Of Scotland Business Services India Pvt. Ltd.
06.2014 - 10.2015
- Managed Cash Management product, which includes Remittances, Loans & Deposits, Cheque Collections, domestic and Cross border payments
- Effectively handled Balance Inquiry, Transaction details, Cheque Representation, Remittances (Multi Currency Transactions), Fixed deposits and Overdraft accounts
- Supported Corporate clients to update their bank mandate with relevant documents and Foreign Exchange rates and deals with Treasury for high value cross currency for inward or outward fund transfer
- Took complete ownership and ensured resolution of escalations raised by Corporate, Relationship Managers (RM) and Client Service Account Manager (CSAM)
- Prepared weekly and monthly Trade reports for Hong Kong & Singapore clients, daily statements, balances and FX Rate to process payments.
Credit Admin – Corporate Loans, M&IB- Market & International Banking Operations
Royal Bank Of Scotland Business Services India Pvt. Ltd.
09.2013 - 02.2014
- Regularly communicated with the Relationship Managers to compile loan documents; Examined credit approvals for Corporate client’s basis the documents provided
- Prepared and issued Sanction/ Facility Letters, prepare & verified Mortgage documents
- Monitored expiring/ pending documentation, receipt of insurance policies/ inspection of collaterals; Liaised with Legal (Internal & external) team and other service providers to ensure proper documentation
- Interpreted data from original loan documentation, collateral documentation and credit approvals to administer the credit portfolio
- Prepared exception reports, released collateral and security/legal documents and issued No Dues Certificate.
Telesales Executive, Retail & Corporate Operations
Royal Bank Of Scotland Business Services India Pvt. Ltd.
03.2011 - 06.2013
- Contacted potential and existing customers to update them about a product/ services
- Handling corporate banking customers and also resolving customers query on credit cards
- Understood customers required to facilitate closure of sales; also ensured all the questions about the products or company were answered
- Handles grievances effectively to ensure company’s reputation was preserved; kept records of calls, sales and other useful information for future references
- Assisted Team Leader in Training new candidates within the team.
Education
Bachelors of Arts - Sociology
Wilson College
01.2011 - 01.2013
Skills
- Quality assurance expertise
- Training and mentoring
- Customer Relationship Management
- Quality Process Audits
- Residential mortgage lending regulations
- Quality Control Checks
Accomplishments
- Promoted As a Team Leader for Quality & Training in 2021.
- Bronze Ovation for Simplification of Mortgage Underwriting process.
- Represented Maharashtra in The All India State Level U-16 Rink Football held in Kolkata
- Represented School / College / Inter corporate football tournaments.
Personal Information
- Date of birth: 03/08/91
- Nationality: Indian
- Marital status: Single
Languages
English
Fluent
Hindi
Fluent
konkani
Proficient (C2)
Affiliations
- Music , movies , Football
Certification
- Certified Line trainer for new Ignite CSRD R1 & R2 Consumer mobile & SOHO Enterprise.
- Spot ovation for consistent performance in Quality & Training.
- TTT (Train The Trainer) Certified at DU Telecom.
- Accredited as a “POD A Underwriter” & “KYC Analyst” by RBS
Timeline
Quality Analyst Team Lead
DU Telecom
02.2018 - 10.2024
Mortgage Underwriter NatWest (Branch & Brokers), Personal & Business Banking
Royal Bank Of Scotland Business Services India Pvt. Ltd.
10.2015 - 09.2017
Sr. Process Associate SQC (Service Quality Check) Singapore, Corporate & Institutional Banking Operations
Royal Bank Of Scotland Business Services India Pvt. Ltd.
06.2014 - 10.2015
Credit Admin – Corporate Loans, M&IB- Market & International Banking Operations
Royal Bank Of Scotland Business Services India Pvt. Ltd.
09.2013 - 02.2014
Telesales Executive, Retail & Corporate Operations
Royal Bank Of Scotland Business Services India Pvt. Ltd.
03.2011 - 06.2013
Bachelors of Arts - Sociology
Wilson College
01.2011 - 01.2013
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