Team Lead

Firstsource; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Firstsource Solutions Limited in Bengaluru is seeking a Team Lead for Mortgage Servicing who is a subject matter expert, currently working in live production and exceeding productivity and quality goals.

You will supervise and coach a group of associates, maintain daily to monthly production reports, coordinate workflows with the manager, and drive process improvements to deliver high‑quality client reports, including night shifts when required.

Qualifications

• Knowledge of the US Mortgage Industry with Mortgage Servicing experience.
• Experience with Foreclosure / Bankruptcy / Loss mitigation.
• Strong and clear communication skills (written and verbal).
• Strong customer service, negotiation, and leadership skills.
• Detail-oriented with analytical abilities and data reconciliation experience.
• Experience with reporting and analysis.

Responsibilities

• Supervise and lead a group of associates to meet SLA targets in Mortgage Servicing.
• Maintain daily, weekly, and monthly production reports.
• Coordinate department activities with manager including workflow monitoring, process improvement, training, and reporting.
• Provide recommendations for strategies and process improvements.
• Coordinate with internal support teams to ensure seamless production.
• Resolve complex escalated queries and complaints from customers.
• Lead, coach, motivate, and develop associates to deliver high-quality reports.
• Monitor and evaluate staff performance and attendance; generate reports.

Skills

Mortgage Servicing knowledge

Communication skills

Leadership skills

Analytical skills

MS Office proficiency

Education

Graduation

Tools

MS Office

Job description

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

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:

• Knowledge of the US Mortgage Industry with Mortgage Servicing experience Working knowledge on Foreclosure /Bankruptcy/ Loss mitigation
• Knowledge of different types of mortgage and its functioning and ability to read various servicing documents
• Good communication skills (Written and Verbal) are required to understand and communicate with the vendors/clients
• Strong Customer Service Skills, Negotiations Skills and Leadership skills required
• Detail Oriented with good analytical skills and the ability to make decisions based on the situation
• Ability to analyze the numbers and reconcile the data if required as per requirements.
• Experience with reporting and analysis
• Good email etiquette
• Ability to handle and accomplish multiple tasks and resolve
• Experience working in a team-oriented, collaborative environment
• Should be able to effectively use a computer and be competent with MS office applications

Responsibilities :

• Supervise and lead a group associate to meet all SLA’s relative to any and all functions in the

Mortgage Servicing area (Supervision of workflows and work queues)

• Maintain daily, weekly and monthly production reports
• Coordinate activities of the department with the manager to include work flow monitoring, process improvement, training, reporting and special projects
• Provide recommendations for strategies and process improvements to add value to teams and clients
• Coordinate with other internal support teams to ensure seamless production by the operations team
• Provide resolutions to complex escalated queries and complaints from external and internal customers
• Must lead, coach, motivate and develop associates to deliver high quality reports to the clients to achieve or exceed set operational targets
• Monitor and evaluate staff performance, attendance, also generate reports as necessary

Education Qualifications:

Graduation (Any graduation (Bachelor’s Degree preferred)

Additional Requirements:

• Minimum 5 – 7 year Mortgage experience preferably in Servicing (Foreclosure /Bankruptcy & Loss mitigation)
• Should be flexible working in night shifts
• Has to be open to working extended periods/weekends when necessary