Team Lead

Job Description

About Firstsource Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies 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 Servicing experience 2. Knowledge of different types of mortgage and its functioning and ability to read various servicing 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 SLAs relative to any and all functions in the Mortgage Servicing 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. Education Qualifications: 1. HSC Mandatory 2. Any graduation (Bachelors Degree preferred) Additional Requirements: 1. Minimum 2 3 year Mortgage experience preferably in Servicing 2. Should be flexible working in night shifts 3. Has to be open to working extended periods/weekends when necessary 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 addresse