Team Leader, Foreclosure

Firstsource; Bengaluru; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is seeking a Team Lead who is a subject matter expert in live Mortgage Servicing production and able to exceed productivity and quality goals. The role requires driving training for new recruits.

You will supervise and lead associates to meet SLAs, maintain production reports, coordinate with managers for workflow and process improvements, and resolve escalated queries.

Qualifications

• Knowledge of the US Mortgage Industry with Mortgage Servicing experience.
• Experience with Foreclosure / Bankruptcy processes.
• Ability to read servicing documents and analyze data.
• Strong communication and leadership abilities.
• Detail oriented with analytical decision-making.
• Experience in reporting and analysis.
• Good email etiquette and multi-tasking capability.

Responsibilities

• Supervise and lead a group associate to meet all SLAs relative to Mortgage Servicing functions.
• Maintain daily, weekly and monthly production reports.
• Coordinate workflow, training, reporting and special projects with the manager.
• Provide recommendations for strategies and process improvements to add value to teams and clients.
• Coordinate with internal support teams to ensure seamless production by the operations team.
• Lead, coach, motivate and develop associates to deliver high-quality reports.
• Monitor and evaluate staff performance and attendance, and generate necessary reports.

Skills

Mortgage Servicing Knowledge

Customer Service

Leadership

Communication Skills

Data Analysis

MS Office Proficiency

Team Collaboration

Education

Graduation

Tools

MS Office Suite

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. Firstsources 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
• 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 SLAs 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 (Bachelors Degree preferred)

Additional Requirements:

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