Mohammad Nizamuddin
Hamilton,Canada
Summary
Experienced Loan Servicing Analyst with 5+ years in system management, issue resolution, and regulatory compliance in the financial services industry. Skilled in analyzing records and optimizing loan servicing processes for seamless operations. Proficient in managing ticketing workflows and utilizing Salesforce, Microsoft Office, and financial ticketing systems. Recognized for outstanding communication skills, including training, process improvements, and effectively handling escalations. Dedicated to applying technical expertise and problem-solving skills to enhance efficiency in loan servicing and overall financial operations.
Overview
5
5
years of professional experience
Work History
Loan Servicing Analyst
GoEasy
03.2021 - Current
- Manage Salesforce ticketing system to support branches, collections teams, and service operations, ensuring efficient issue resolution
- Consistently ranked top performer among an 18-member team, achieving 100%+ productivity and accuracy while exceeding KPIs
- Independently resolve 1,500+ tickets/month with an average resolution time of 2-6 minutes, maintaining strict SLA compliance
- Perform loan account adjustments (voids, settlements, due date/interest/NSF fee modifications) while adhering to SLA requirements
- Process customer refunds via Wire, EFT, and E-Transfer, ensuring accuracy and compliance
- Manage credit bureau updates through TU Web Updates and Equifax Portal to ensure precise reporting
- Provide administrative support for the Indirect Channel, creating loan shells in Salesforce and setting up funding details in Wealthview for seamless loan processing
Team Manager, Loan Administration, Central Operations (Contract)
GoEasy
11.2022 - 07.2023
- Supervised a 10-member loan administration team, ensuring accurate and timely loan processing
- Reviewed loan applications for regulatory compliance and policy adherence
- Monitored team performance, provided coaching, and optimized collection processes using advanced tools
- Identified and corrected underwriting errors through data analysis and reporting
- Generated comprehensive reports on approved loan applications, identifying and correcting underwriting errors through data analysis
- Verified loan documents and resolved exceptions to maintain accuracy and compliance
- Managed secured loans and Land Registry Office registrations, ensuring proper documentation
User Acceptance Tester
GoEasy
01.2020 - 02.2021
- Conducted User Acceptance Testing (UAT) within deadlines to validate system functionality
- Maintained UAT test cases (functional, end-to-end, regression) and documented test results
- Delivered product demos to senior leadership, securing approvals for process updates
- Streamlined the bug reporting process, expediting issue resolution and enhancing team efficiency.
- Reduced software defects by implementing rigorous testing procedures and methodologies.
- Consistently provided clear, concise feedback to development teams regarding identified issues and potential improvements.
- Enhanced user experience by conducting thorough testing of software applications before deployment.
Education
Postgraduate Certificate - Business Management
Mohawk College of Applied Arts & Technology
Hamilton, Ontario09.2013
Bachelor of Commerce - Economics
The Bhopal School of Social Sciences
Bhopal, MP08.2010
Skills
- Loan Processing
- Adjustments
- Regulatory Compliance
- Operational Efficiency
- Quality Assurance
- Analytical thinking
- Time Management
- Decision Making
- Team Leadership
- Change Management
- MS Excel
- Continuous Improvement
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Team Manager, Loan Administration, Central Operations (Contract)
GoEasy
11.2022 - 07.2023
Loan Servicing Analyst
GoEasy
03.2021 - Current
User Acceptance Tester
GoEasy
01.2020 - 02.2021
Postgraduate Certificate - Business Management
Mohawk College of Applied Arts & Technology
Bachelor of Commerce - Economics
The Bhopal School of Social Sciences
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