Sr. Associate - BCM - Mortgage & Loan Origination Services 5B

Sr. Associate - BCM - Mortgage & Loan Origination Services

Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.

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Job Description

As part of the Consumer Lending assessment team, you will be responsible for

Execute operational tasks in any of the processes across end-to-end consumer lending lifecycle including specialist knowledge and understanding to make complex lending assessment decisions within Delegated Lending Authority and the Bank’s credit policy.

Verifying loan applicant data and supporting evidence to exercise DLA for Line-1 assessment activities, perform data entry, validation, financial analysis support, document verification, and checklist-based controls in line with defined process guidelines.

Deliver decisions within the credit policy guidelines that balance responsible lending with positive customer outcomes.

Calculate accurate fees and charges applicable to loan documentation.

Review customer, financial, and loan-related documentation to ensure completeness, accuracy, and compliance with client policies and regulatory requirements.

Handle case-based work queues and participate in judgment-based decisioning within defined authority and process frameworks.

Maintain productivity and accuracy benchmarks as defined by the business and ensure completion of all assigned tasks within agreed timelines and SLAs.

Engage with client operations stakeholders through a blended model of calls, emails, and case systems to resolve queries, clarify requirements, and support workflow completion.

Conduct self-quality checks and support downstream quality processes to proactively identify and correct data or document discrepancies.

Collaborate with Team Leaders, Quality, and Training teams to ensure process adherence, zero-defect outcomes, and operational stability.

Contribute to continuous improvement initiatives by identifying recurring issues, suggesting process enhancements, and supporting automation opportunities.

Ensure strict adherence to compliance, confidentiality, information security, and data protection standards always.

Support knowledge transitions, cross-skilling, and training of new team members as required.

Risk & Compliance Management

Operate within established risk management frameworks and ensure adherence to internal policies, procedures, and relevant legislation

Ensure customer interactions meet prescribed regulatory timeframes, Escalate identified issues, concerns, or risks to the appropriate teams for timely management and resolution

Complete all mandatory training requirements with-in the associated time frame

Positively reinforce a strong risk culture through governance, controls, and other best practices

Ensure strict adherence to compliance, confidentiality, information security, and data protection standards always

Identify and escalate potential risks or issues in a timely manner and support remediation actions to ensure effective ongoing risk management

Working Model & Design Principles

Working Hours & Shift Model

Shift Window: Australian business-aligned shifts starting 3:00 AM IST onwards, with a 10-hour working window (including daylight savings impact).

Shift Type

Rotational shifts.

Weekend & Holiday Coverage

All Indian calendar holidays are treated as normal working days.

Weekend working may be required based on business needs and will be accounted for under additional hours as per policy.

Voice vs Non-Voice Exposure

Engagement Model

Blended exposure across calls, emails, and case-based work.

Calling Type

Both inbound and outbound interactions with client operations teams, Banker and Brokers.

Stakeholder Interaction

Primarily with client operations teams.

Call Nature

Judgment-based discussions rather than scripted conversations.

Learning Curve Expectations

Expected to complete the learning curve within the defined training and nesting period, demonstrating the ability to independently meet key deliverables, quality standards, and productivity benchmarks within agreed timelines.

Qualifications We Seek in You

Minimum Qualifications

Commerce or any other equivalent graduate degree barring technical expertise

Preferred Skills

3+ years of relevant experience in Banking, Mortgage, or Business or Consumer Lending Operations, preferably within a Banking BPO or Financial Services environment.

Exposure to any stage of the lending lifecycle—Origination, Credit Assessment, Document preparation, Settlement, or Fulfilment.

Working knowledge of banking systems and loan processing tools.

Proficiency in MS Office tools (Excel, Word, Outlook); exposure to reporting or workflow tools is an added advantage.

Ability to manage volumes, prioritize tasks, and deliver consistent performance in a time-sensitive environment.

Key Attributes for Succes