Team Lead_Bangalore_US Mortgage

Moder is hiring for Team Lead Role

About Us

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech

forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking

industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to

becoming an extension of the customer service or operations team. Our team is built on industry expertise

and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to

positively impact the financial health of companies by powering in-house processes using top talent,

workflow best practices, and progressive technology.

Link -

https://www.gomoder.com/about-mode

SLA Compliance: Monitors daily inflow and conducts daily huddles to prioritize the days work

• Process Compliance: Ensures agents are following the most updated SOP
• Client Interaction: Promptly responds to all queries and escalations from client partners
• Knowledge Management: Ensures all his agents completes all mandatory and process specific courses timely
• Operations: Identifies training needs of his team and coached bottom performers
• Quality Planning: Reviews quality scores for the agents and provides plan on Quality control and assurance and improvement at process level to meet the SLA targets.
• Performance Reviews: Prepares monthly scorecard of the agents to track SLA targets of each team members and conduct one on one meeting basis the performance
• Manage /Lead the governance calls with clients and internal stake holders to review process performance
• Plan for resource utilization and capacity planning

The candidate should me comfortable to work in night shift and work from office

Required with a strong background and experience in Active/Default Servicing with hands-on exposure in Loss Mitigation/Loan Modification

The candidate should be comfortable to work in Night shifts

The candidate should work from office only

Note-The candidate should have either experience as a Team Lead/Acting Team Lead/Specialist in Papers

Interested candidate can send their Cv smitadutta.deb@gomoder.com

Regards,

Smita

TA-Moder

9611888614