US mortgage | Foreclosure | Team Leader

Cognizant; Navi Mumbai; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

An established industry player is seeking a dedicated team leader with expertise in the BPO sector, particularly in US Mortgage Foreclosure. This role involves interacting with clients to ensure KPIs are met, managing team performance, and conducting training for new hires. The ideal candidate will have a solid background in team management and client relations, along with a commitment to delivering high-quality service. Join a dynamic environment where your leadership skills will be valued, and help shape the future of client interactions and team success.

Qualifications

• 4-5 years of experience in BPO, specifically in the US Mortgage Foreclosure domain.
• Minimum of 2 years in a team handling role.

Responsibilities

• Interact with client stakeholders to ensure all KPIs are met.
• Manage and respond to client escalations promptly.
• Conduct training for new hires as needed.

Skills

Team Management

Client Interaction

Report Preparation

Problem Solving

Training and Mentoring

Education

Graduate in any discipline

Job description

Role & responsibilities

• Interact with client stakeholders to ensure all KPIs are met.
• Prepare and review weekly, daily, and monthly reports with clients.
• Ensure team members meet productivity and quality targets; address underperformance.
• Resolve daily operational, administrative, and technical issues.
• Manage and respond to client escalations promptly.
• Submit accurate reports to management and ensure high levels of customer service.
• Review and adjust quality and productivity targets monthly.
• Ensure completion of all required training for self and team; nominate for additional training.
• Keep leadership informed of team needs, staffing, and performance issues.
• Conduct training for new hires as needed.
• Mentor team members and assist with scheduling, meetings, and creating a positive work environment.
• Assist with escalated accounts and ensure timely resolution.
• Meet department productivity standards.
• Perform quality reviews for new hires and existing employees.
• Assist with investor, insurer, and client reporting requests.
• Act as a point of contact for new hires and existing employees.
• Perform additional projects and duties as assigned by management.

Preferred candidate profile

• Graduate in any discipline
• 4-5 years of experience in BPO, US Mortgage Foreclosure domain
• Minimum of 2 years in a team handling role