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 SLAs 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 email addresses