Team Leader – Investor Claims

Consolidated Analytics; Chennai District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Consolidated Analytics in Chennai, India seeks a Team Leader to manage day-to-day Investor Claims Operations. You will oversee claim intake, review, submission, and resolution, ensuring compliance with FHA, VA, and Fannie Mae guidelines.

Lead a processing team, monitor SLAs, and drive continuous process improvements. The role requires expertise in mortgage operations, claim intake, reporting, and exception handling, with a focus on quality, accuracy, and client adherence.

Qualifications

• Bachelor’s degree in finance, Commerce, Business Administration, or related field preferred.
• 6–10 years of experience in Mortgage Operations, Investor Claims, Default Management, Loss Mitigation, or related mortgage servicing processes.
• 2–3+ years of Team Lead/Supervisory experience preferred.
• Prior experience handling FHA, VA, and Fannie Mae processes is required/preferred.
• Experience in claim intake, referrals, reporting/MIS, and exception management is highly preferred.
• Experience managing a high-volume, SLA-driven mortgage operations team will be an advantage.

Responsibilities

• Manage end-to-end Investor Claims Process, ensuring reviews, submissions, and resolutions meet SLAs/TATs.
• Oversee FHA, VA, and Fannie Mae claim processes and guidelines for the team.
• Coordinate intake and referrals, ensure complete information, and proper routing.
• Prepare and publish daily, weekly, and monthly MIS reports and trackers.
• Lead a team of Investors Claims Processors, allocate work, and monitor productivity and quality.
• Conduct regular coaching and training to close knowledge gaps and certify processes.
• Ensure adherence to investor guidelines, client procedures, SOPs, and internal controls.
• Act as escalation point and drive process improvements and root-cause analyses.

Skills

Team Leadership

Mortgage Ops

SLA Management

Investor Claims

Education

Bachelor's in Finance

Tools

MS Excel

CRM Systems

Job description

DESCRIPTION:

The Team Leader will be responsible for managing the day-to-day operations of the Investor Claims Process, including claim preparation, review, submission, follow-up, and resolution. The role requires strong knowledge of mortgage investor claim processes, including FHA, VA, and Fannie Mae guidelines , along with experience in claim intake, referrals, reporting, and exception management.

The Team Leader will lead a team of processors, ensure adherence to investor and client guidelines, monitor SLA and quality performance, manage escalations, and drive process improvements.

1. Investor Claims Process Management

Key Responsibilities

• Manage the end-to-end Investor Claims Process, ensuring claims are accurately reviewed, prepared, submitted, and resolved within defined SLAs/TATs.
• Should have strong working knowledge of FHA, VA, and Fannie Mae investor claim processes and guidelines.
• Ensure the team understands and follows applicable investor requirements, timelines, documentation, and claim eligibility criteria.
• Review claims for completeness, accuracy, and compliance with investor requirements before submission.
• Handle complex claims, exceptions, discrepancies, and rejected/returned claims.
• Monitor claim status and ensure timely follow-up on pending claims and outstanding requirements.
• Identify potential claim losses, discrepancies, and process gaps and take appropriate corrective action.
• Ensure proper documentation and audit trails are maintained for all claims.

2. FHA / VA / Fannie Mae Knowledge

• Good understanding of FHA claim requirements and processes, including claim documentation, timelines, adjustments, and follow-up.
• Working knowledge of VA claims processing requirements, documentation, and submission/follow‑up activities.
• Knowledge of Fannie Mae investor requirements and claim-related processes.
• Ability to interpret investor guidelines and communicate process changes to the team.
• Stay updated on changes to investor guidelines and ensure timely implementation within the process.
• Support the team in resolving investor‑specific exceptions and escalations.

3. Intake & Referral Management

• Manage and oversee the claim intake process, ensuring referrals are received, reviewed, categorized, and assigned appropriately.
• Ensure all required information and documentation are available during intake.
• Review referrals for completeness, eligibility, priority, and appropriate workflow routing.
• Monitor referral queues and ensure timely action based on defined SLA/TAT.
• Track pending referrals, aging items, and exceptions and ensure timely resolution.
• Coordinate with upstream/downstream teams for missing information, documentation, or clarification.
• Identify recurring referral issues and recommend process improvements.

4. Reports & MIS Management

• Prepare, review, and publish daily, weekly, and monthly operational reports/MIS.
• Monitor key metrics such as:
  • Claim intake volumes
  • Claims submitted
  • Claims paid/approved
  • Claims rejected/returned
  • Pending claims
  • Aging/backlog
  • Referral volumes
  • SLA/TAT adherence
  • Productivity
  • Quality/accuracy
  • Error and rework percentage
• Analyse trends and provide actionable insights to management.
• Ensure reports are accurate and delivered within defined timelines.
• Develop and maintain trackers/dashboards for claims, referrals, aging, and team performance.
• Highlight risks, bottlenecks, and performance gaps to management.

5. Team Leadership & People Management

• Lead, motivate, and manage a team of Investor Claims Processors.
• Allocate work based on volumes, priorities, complexity, and available resources.
• Monitor daily productivity, quality, attendance, and SLA performance.
• Conduct regular team huddles, one‑on‑one discussions, coaching, and feedback sessions.
• Identify knowledge gaps and coordinate training/refresher sessions.
• Support new‑hire training and process certification.
• Manage team performance and implement action plans for underperforming employees.
• Build a strong culture of accountability, quality, and continuous improvement.

6. Quality & Compliance

• Conduct regular quality checks on claims and related transactions.
• Ensure adherence to investor guidelines, client procedures, SOPs, and internal controls.
• Monitor processing errors, claim rejections, financial discrepancies, and rework.
• Perform root‑cause analysis on quality issues and implement preventive actions.
• Ensure sensitive borrower/investor information is handled securely and appropriately.
• Support internal and client audits by providing required documentation and process information.

7. Escalation & Stakeholder Management

• Act as the first‑level escalation point for complex investor claims, referrals, and operational issues.
• Resolve process‑related issues by coordinating with relevant internal teams.
• Work closely with Quality, Training, Compliance, Technology, Reporting/MIS, and other operational teams.
• Communicate effectively with management and stakeholders regarding operational performance, risks, and escalations.
• Ensure timely resolution and closure of escalated items.

8. Process Improvement

• Identify opportunities to improve claim processing accuracy, turnaround time, and productivity.
• Analyse recurring claim rejection, referral, and exception trends.
• Recommend process improvements to reduce errors, rework, backlog, and financial impact.
• Participate in process transitions, system enhancements, UAT, and automation initiatives.
• Maintain updated SOPs, process documentation, and knowledge materials.

QUALIFICATIONS

• Bachelor’s degree in finance, Commerce, Business Administration, or a related field preferred.
• 6–10 years of experience in Mortgage Operations, Investor Claims, Default Management, Loss Mitigation, or related mortgage servicing processes.
• 2–3+ years of Team Lead/Supervisory experience preferred.
• Prior experience handling FHA, VA, and Fannie Mae processes is required/preferred.
• Experience in claim intake, referrals, reporting/MIS, and exception management is highly preferred.
• Experience managing a high‑volume, SLA‑driven mortgage operations team will be an advantage.

OTHER DUTIES

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.