Team Lead

We are seeking a dedicated and experienced Team Lead for our B&L department with 6 to 8 years of experience. The ideal candidate will have strong technical skills in MS Excel and preferably domain experience in Collection-Loss Mitigation (Mortgage Loan) Foreclosure and Claim File & Service (Mortgage Loan). This is a work-from-office position with night shifts. Travel is not required.

Responsibilities

Leadership

6 plus years experience working with Loss Mitigation in a servicing or collections environment.

The Team Leader is expected to actively lead and motivate the team for whom he or she is the primary point of contact.

2 plus years of experience working with Fannie Mae Freddie Mac and Government guidelines required.

Prior leadership experience preferred.

Actively involved with the team and be aware of issues including potential issues within the team and appropriately resolve or escalate the same.

Ability to identify the strengths and weaknesses of his or her team members and provide them with appropriate guidance and direction.

Actively promote the company ethos and create and maintain an environment which encourages retention.

Proactively Identify and implement feasible solutions to issues which could lead to attrition.

Operations

Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.

The Team Leader to ensure smooth operations daily by ensuring all service level agreements are met in terms of quality productivity and turnaround time by active interaction with the business area.

Take ownership of identification and resolution of daily operational admin and technical issues.

Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service.

Periodically review and suggest revision of the quality and productivity targets based on the teams performance to improve overall process efficiency and deliver excellent customer service.

Initiate Training and Updates to the team members

Keep the Manager or Leadership appraised of members needs staffing issues technical and performance issues.

Interact with the BA to be transparent on the business front.

Tracking of Loan modification transaction as per scheduled timeline. Ensure to meet and track the SLA or TAT for no delays.

Mentor Loss Mitigation Specialists while assisting Manager with tasks such as scheduling meetings training and creating a positive work environment.

Assist Loss Mitigation Specialists dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines.

Be available to Loss Mitigation Specialists when they need assistance.

Meet department standards as they relate to daily productivity metrics.

Perform side by sides for new hires and existing employees.

Assist Loss Mitigation Manager with review and compilation of investor insurer and client reporting requests as needed.

Point of contact for new hires and existing employees

Performs additional projects and duties as assigned by Management.

Teamwork

Ability to create and maintain an environment that fosters teamwork in which each member is an eager contributor.

The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.

Actively participate and encourage participation in Team or Organizational events.

Continuous Improvement

Consistent improvement upon current performances and raise the bar of expectations and standards.

Contribution of ideas or suggestions which improve the process efficiency or enhance the way we work.

Encourage and invite suggestions from the team and implement them if found feasible.

Appraisals

Conduct and document appraisal reviews of the team members on at least a monthly basis.

Provide regular and constructive feedback to individual team members focusing on their performance rather than the personality of the individual in an unbiased and unprejudiced way.

The Team Leader should be objective and specific while delivering feedback and avoid being general.

To be open and receptive to feedback.

Qualification

Graduate any discipline

4 to 5 years of experience in BPO US Mortgage Loss Mitigation domain

Minimum of 2 years in the team handling role

Skill Sets

Good interpersonal skills

Prioritizing and Time Management

Planning and Organizing Skills

Good Knowledge of MS office

Flexibility to work in different shifts

Acceptability by the team

Good written and verbal communication

US Mortgage Industry Loss Mitigation knowledge

Able to meet goals and deadlines in a fast-paced environment.

Certifications Required

Certified Microsoft Excel Specialist Mortgage Loan Officer Certification (preferred)

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