Team Lead

2 weeks ago


Indiana, United States Varite Full time

Description:Location: RemoteExp: 2 to 5 yearsBasic knowledge about US Mortgage and predominantly towards Script testing. Review of loans post trigger of population on set business day and must complete the assigned files by the set deadline every month. The agents must review the script based on the attributes or checklist provided. This is done by comparing the worksheet (Attributes) with Client applications to evaluate the accuracy of the script. This will help to identify the mistakes and help to prevent the risks in future. Conduct detailed servicing reviews using test scripts provided by Client Business Controls.Access Client systems and perform loan level testing to determine compliance with Client policies and procedures; and provide detail on exceptions found with supporting comments and documentation (where available).Provide daily status reporting.Servicing Reviews will include, but not be limited to, the following areas: Cash Management and Investor ServicesCustomer CareDefault ServicingEscrowLoan Boarding and Loan TransfersCorrespondenceLoss MitGood knowledge and understanding of the above processesExcellent Quality Testing and Reporting skillsRoles & Responsibilities SLA Compliance: Monitors daily inflow and conducts daily huddles to prioritize the days workProcess Compliance: Ensures agents are following the most updated SOPClient Interaction: Promptly responds to all queries and escalations from client partnersKnowledge Management: Ensures all his agents completes all mandatory and process specific courses timelyOperations: Identifies training needs of his team and coached bottom performersQuality 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 performanceLead the governance calls with clients and internal stake holders to review process performancePlan for resource utilization and capacity planning#J-18808-Ljbffr

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