Loan Servicing-Team lead

2 weeks ago

Bengaluru, India Firstsource Full time
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website location : Bangalore
Position :Team Leader-US Mortgage Loan Servicing
Experience : 2-3 years as Team handling experience in Customer Service Process.
Job Summary :
A Team Lead should be a subject matter expert evidenced by currently working in live production and exceeding all productivity and quality goals. Ability to train and facilitate new recruits into live production anytime during their tenure. Prior experience in the sub process will be an added advantage Knowledge, Skills & Ability:
1. Knowledge of the US Mortgage Industry with Mortgage Servicing experience
2. Knowledge of different types of mortgage and its functioning and ability to read various servicing documents
3. Good communication skills (Written and Verbal) are required to understand and communicate with the vendors/clients
4. Strong Customer Service Skills, Negotiations Skills and Leadership skills required
5. Detail Oriented with good analytical skills and the ability to make decisions based on the situation
6. Ability to analyze the numbers and reconcile the data if required as per requirements.
7. Experience with reporting and analysis
8. Good email etiquette
9. Ability to handle and accomplish multiple tasks and resolve
10. Experience working in a team-oriented, collaborative environment
11. Should be able to effectively use a computer and be competent with MS office applications
Responsibilities :
1. Supervise and lead a group associates to meet all SLA’s relative to any and all functions in the Mortgage Servicing area (Supervision of workflows and work queues)
2. Maintain daily, weekly and monthly production reports
3. Coordinate activities of the department with the manager to include work flow monitoring, process improvement, training, reporting and special projects
4. Provide recommendations for strategies and process improvements to add value to teams and clients
5. Coordinate with other internal support teams to ensure seamless production by the operations team
6. Provide resolutions to complex escalated queries and complaints from external and internal customers
7. Must lead, coach, motivate and develop associates to deliver high quality reports to the clients to achieve or exceed set operational targets
8. Monitor and evaluate staff performance, attendance, also generate reports as necessary
Education Qualifications:
Any graduation (Bachelor’s Degree preferred)
Additional Requirements:
1. Minimum 2 – 3 year Mortgage experience preferably in Servicing
2. Should be flexible working in night shifts
Contact Person;
Padmapriya Shekar
Email id-

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