Team Lead, Loan Servicing

3 days ago

Gurgaon, Haryana, India Digilytics Full time

About the role;

We are seeking an experienced Team Lead Loan Servicing to oversee and guide a high-performing

operations team supporting a US-based loan servicer. The ideal candidate will have strong domain

expertise across Conventional, FHA, and VA mortgage servicing, along with proven leadership and

operational excellence.

Responsibilities:

1. Service Delivery and Operations

  • Manage daily operations covering loan servicing activities such as escrow, payment

processing, customer service, collections, loss mitigation, loan boarding, and investor reporting.

  • Ensure accurate handling of Conventional, FHA, and VA loan portfolios including guideline

compliance and program-specific requirements.

  • Meet all SLAs, quality targets, accuracy standards, and turnaround times.
  • Review complex borrower cases and support escalation resolution.

2. Team Leadership and Coaching

  • Lead a team of 10 to 15 associates while ensuring productivity, quality, and strong process

adherence.

  • Conduct daily huddles, quality checks, RCA reviews, and coaching sessions.
  • Support hiring, onboarding, and continuous skill development.

3. Client and Stakeholder Management

  • Act as the primary point of contact for US operations managers and stakeholders.
  • Provide timely reporting on performance, volumes, risks, and improvement areas.
  • Participate in calibration calls, governance meetings, and business reviews.

4. Process Excellence and Continuous Improvement

  • Maintain updated SOPs and process workflows for Conventional, FHA, and VA servicing.
  • Identify opportunities for standardization, automation, and efficiency improvements.
  • Lead initiatives that reduce errors and improve operational accuracy.

5. Risk, Compliance and Quality Governance

  • Ensure compliance with RESPA, FDCPA, FCRA, CFPB, and agency-specific guidelines including

FHA, VA, and HUD requirements.

  • Ensure correct handling of escrow rules, MI requirements, claims processes, and servicing

checklists.

  • Conduct RCA on quality issues and implement preventive action plans.

Experience, Required Skills and Qualifications:

  • 5 to 8 years of experience in US mortgage or loan servicing operations.
  • Strong working knowledge of Conventional, FHA, and VA servicing including payments,

escrow, customer service, collections, and default operations.

  • 1 to 3 years of experience as a Team Lead or SME in a similar domain.
  • Experience with servicing platforms such as MSP or Black Knight, FiServ, DMI, or similar.
  • Excellent written and verbal communication skills for US client interaction.
  • Strong analytical, problem-solving, and reporting capability.
  • Willingness to work US business hours.

Preferred Attributes:

  • Familiarity with Fannie Mae, Freddie Mac, FHA or HUD, and VA guidelines.
  • Experience working in a high-compliance, audit-driven environment.
  • Exposure to workflow automation, process optimization, or AI-assisted operations.
  • Strong documentation discipline and attention to detail.
  • Domain and industry experience in one or more of these industries - Financial Services,

Professional Services, other Consumer Industries

What We Offer:

  • Opportunity to lead a high-impact team supporting US loan servicing functions.
  • Strong career progression and increased responsibility over time.
  • Direct exposure to US industry stakeholders and advanced servicing practices.
  • Competitive compensation and performance-based incentives.

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