36 US Mortgage Underwriting Jobs

Cognizant Hiring for Hyderabad _ US Mortgage _Customer Support Voice queue..

Kindly share your updated resume at sreeya.chatterjee@cognizant.com

Role & responsibilities

• The Team Leader is expected to ensure that all team members meet or exceed the productivity and quality targets, and recommend corrective action necessary for underperformers
• Should have the skills to work on escalation tasks, top priority workflow through voice and data
• Should be able to access live voice call quality of the team members
• Must be able to support and provide, voice call communication scripts when handling different topics with team members

• Proactively Identify customers needs over the call, instantaneously offer key details, clarify information, and provide solutions
• Keep records of all conversations in our database in a comprehensible way
• Should be a quick and attentive speaker with the clients
• The Team Leader is expected to ensure smooth operations on a daily basis, by ensuring all service level agreements are met in terms of quality, productivity, and turnaround time by active interaction with the business area.
• The Team Leader is expected to take ownership of identification and resolution of daily operational, admin and technical issues.
• The Team Leader should ensure timely and accurate submission of all reports sought by the management or by the business area, and ensure high levels of internal and external customer service.
• The Team Leader is expected to periodically review and suggest possible revision of the quality and productivity targets based on the teams performance, in order to improve overall process efficiency and deliver excellent customer service.
• The Team Leader is expected to Initiate Training and Updates to the team members
• The Team Leader is expected to keep the Manager appraised of members needs, staffing issues, technical and performance issues
• The Team Leader is expected to interact with the BA in order to be transparent on the business front

Preferred candidate profile

• The Team Leader is expected to conduct and document appraisal reviews of the team members on at least a monthly basis.
• The Team Leader should give feedback to individual team members in a manner not offensive to the team member, focusing on the 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.
• The Team Leader is expected to be open and receptive to feedback.

Regards,

CTS hiring team

( sreeya.chatterjee@cognizant.com )