Team Leader, Loss Mitigation

Firstsource; Hyderabad, Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Firstsource Solutions Limited is seeking a Team Leader for Mortgage Servicing. The role focuses on leading live production, meeting productivity and quality SLAs, and training new recruits when needed.

Candidate should have strong customer service, leadership, and analytical skills, with experience in mortgage servicing processes and the ability to manage multiple tasks in a team setting. Night shifts and extended hours may be required.

Qualifications

• Knowledge of the US Mortgage Industry? (Note: the ad mentions Mortgage Servicing experience)
• Experience in Mortgage Servicing, Loss Mitigation or Foreclosure is preferred
• Graduation (Bachelors degree preferred)
• Flexible to work night shifts and extended periods/weekends

Responsibilities

• Supervise and lead a group of associates to meet SLAs in Mortgage Servicing
• Maintain daily, weekly and monthly production reports
• Coordinate with manager for workflow monitoring, process improvements, training and special projects
• 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
• Provide resolutions to escalated queries and complaints from customers
• Lead, coach, motivate and develop associates to deliver high quality reports to clients
• Monitor and evaluate staff performance and attendance and generate necessary reports

Skills

Mortgage industry knowledge

Leadership skills

Team supervision

Communication skills

Analytical skills

MS Office

Negotiation skills

Education

Bachelor's degree

Tools

MS Excel

MS Word

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 Leader 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 Loss mitigation Or Foreclosure
• 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 6- 9year Mortgage experience preferably in Servicing (Loss Mitigation Or Foreclosure
• Should be flexible working in night shifts
• Has to be open to working extended periods/weekends when necessary