Team Lead

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and longterm partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies

Role & Responsibilities:

• Supervise and lead a group associate to meet all SLA’s relative to all functions in the Mortgage underwriting area (Supervision of workflows and work queues).
• Experience in Income calculation, 4c's and well versed about underwriting process.
• Maintain daily, weekly, and monthly production reports
• Coordinate activities of the department with the manager to include workflow 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

Required skills: 

• Knowledge of the US Mortgage Industry with Mortgage underwriting experience
• Knowledge of different types of mortgages and its functioning and ability to read various origination 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

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses