US Lending Ops Agent

PwC; Bengaluru; On-site; INR 450,000 - 700,000; Full time

Job summary

PwC in Bengaluru is hiring for roles supporting loan and credit product servicing, delinquency-adjacent operations, and Reg Z/consumer lending compliance. The work includes processing routine servicing transactions, intake of early unlocks and cancellations, and performing account research to support dispute resolution and remediation.

You'll also handle back-office queue management for past-due accounts, support reviews for high-risk cohorts, and assist with credit reporting investigations

Responsibilities

• Process routine servicing transactions for lending-adjacent products (e.g., Credit Builder, secured lines) payment application and research, account status updates, and payoff/closure requests.
• Support Early Unlock and early-cancellation request intake, applying documented eligibility rules and escalating ambiguous cases.
• Conduct account level research and operational analysis to support dispute resolution and customer remediation activities.
• Back-office queue management for past-due accounts: assist with payment arrangements, hardship programs, generate standard correspondence, and update account notes per the collections workflow.
• Support negative-balance and write-off-risk account reviews, applying aging-bucket criteria (e.g., 61–90 day, 120+ day) to route accounts for further action.
• Assist with operational activities related to customer disputes, tradeline inquiries, account corrections, and servicing-related credit reporting investigations.
• Flag potential fair-lending or disparate-treatment concerns (e.g., inconsistent incentives or terms) to the compliance escalation path.

Job description

Loan & Credit Product Servicing

• Process routine servicing transactions for lending-adjacent products (e.g., Credit Builder, secured lines) payment application & research, account status updates, and payoff/closure requests.
• Support Early Unlock and early-cancellation request intake, applying documented eligibility rules and escalating ambiguous cases.
• Conduct account level research and operational analysis to support dispute resolution and customer remediation activities

Delinquency & Collections-Adjacent Support

• Perform back-office queue management for past-due accounts: assist with operational activities related to payment arrangements, hardship programs, generate standard correspondence, and update account notes per the collections workflow — no direct collections calling unless explicitly scoped and licensed.
• Support negative-balance and write-off-risk account reviews, applying the defined aging-bucket criteria (e.g., 61–90 day, 120+ day high-risk cohort) to route accounts for further action.

Reg Z & Consumer Lending Compliance Support

• Assist with operational activities related to customer disputes, tradeline inquires, account corrections, and servicing related credit reporting investigations
• Flag potential fair-lending or disparate-treatment concerns (e.g., inconsistent application of incentives or terms across customer segments) to the compliance escalation path rather than resolving independently.