Team Lead

Designation : Team Lead

Location : Bangalore

Client : For all Clients

LOB : Mortgage Processing

Business Unit : Mortgage Processing

Sub Process : Team Lead

Skill Level : High

Voice/Non Voice Skill : V

Salary Range : 4 – 6 LPA

Shift : Night

Job Summary :

A Team Lead 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:

1. Knowledge of the US Mortgage Industry with Mortgage Origination experience
2. Knowledge of different types of mortgage and its functioning and ability to read various origination documents
3. Good communication skills (Written and Verbal) are required to understand and communicate with the vendors/clients
4. Strong Customer Service Skills, Negotiations Skills and Leadership skills required
5. Detail Oriented with good analytical skills and the ability to make decisions based on the situation
6. Ability to analyze the numbers and reconcile the data if required as per requirements.
7. Experience with reporting and analysis
8. Good email etiquette
9. Ability to handle and accomplish multiple tasks and resolve
10. Experience working in a team-oriented, collaborative environment
11. Should be able to effectively use a computer and be competent with MS office applications

Responsibilities :

1. Supervise and lead a group associates to meet all SLA’s relative to any and all functions in the Mortgage Origination area (Supervision of workflows and work queues)
2. Maintain daily, weekly and monthly production reports
3. Coordinate activities of the department with the manager to include work flow monitoring, process improvement, training, reporting and special projects
4. Provide recommendations for strategies and process improvements to add value to teams and clients
5. Coordinate with other internal support teams to ensure seamless production by the operations team
6. Provide resolutions to complex escalated queries and complaints from external and internal customers
7. Must lead, coach, motivate and develop associates to deliver high quality reports to the clients to achieve or exceed set operational targets
8. Monitor and evaluate staff performance, attendance, also generate reports as necessary