Team Lead

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

To know more about Firstsource please visit our website www.firstsource.com

Role & Responsibilities

▪ Supervise and lead a group of associates to meet all SLA’s relatives to all functions in the department.

▪ Maintain daily, weekly, and monthly production reports along with MBR and QBR including preparing Decks across all processes managed including circulating minutes. ▪ Monitor work allocation, pipeline management daily across all processes managed.

▪ 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.

▪ Responsible for team Attendance and team retention.

▪ To ensure the team follows adherence requirements

▪ Identify talent and mentor next level leaders

• ▪ Create and Manage SOP for all processes handled along with periodic updates
• Educational/Professional Qualifications:
  
  

• Very strong knowledge in US Mortgage business and servicing Mortgage claims process in specific.
• Proficiency to read through and understand FHA, VA loans, FNMA FHLMC HUD demands, Title packages & Conveyance.
• Should be well versed in conveyance process, GSE Claims, File checker and Investor Guidelines.
• Should have good knowledge in preparing FHA/VA/FNMA/FHLMC Claim package, post-sale & REO new file setup.
• Ability to handle multiple Shared mailboxes for clients and other vendors, agent should be able to read and understand recorded mortgage deeds verify the same with PM rails where attorneys update the information
• Should be well versed with US loan mortgage documents like delinquent letters, escrow analysis, title policies, Note, ect.
• Strong written and verbal communication skills and ability to converse with client & can make decisions based on the situation.
• Strong analytical, logical approach and data management skills.
• Good understanding of reports and performance management.
• Comfortable with flexible work timings including India late night shift to cover CST clients and willingness to extend work hours based on business need.
• Should have excellent command on MS-Office (Excel, PPT, Word)
• Should have excellent e-mail/phone etiquette.
• Ability to handle & accomplish multiple tasks, follow written & verbal instructions effectively.
• Ability to work under stringent deadlines and work with the team to meet deadlines.
• Must be a team player and can manage the team by leading as a role model.