Job Summary
Data - We need a Team Leader with expertise in US mortgage Servicing operations. Preferably skill set will be cash operations in US mortgage processes. The candidate will work from the office during night shifts ensuring efficient and accurate execution of responsibilities.
Responsibilities
Good Knowledge of Msoffice
Flexibility to work in different shifts
Acceptability by the team
Good written and verbal communication
Responsible for ensuring the team handles the written complaints received by email or through the customer servicer portal are researched and responses are conducted within the timeframes required by law. In doing so resources will need to review loan history loan notes loan documents and P&Ps for background on each loan andor process. Resources may need to communicate with other departments for assistance in resolving the underlying issue.
The Team Leader is expected to actively lead and motivate the team for whom he she is the primary point of contact.
The Team Leader is expected to be close to the team and be aware of issues including potential issues within the team and appropriately resolve escalate the same.
The Team Leader should be aware of the strengths and weaknesses of his her team members and provide them with appropriate guidance and direction.
The Team Leader is expected to actively promote the company ethos and create and maintain an environment which encourages retention.
The Team Leader is expected to identify and implement feasible solutions to issues which could lead to attrition.
Operations
The Team Leader is expected to ensure that all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.
The Team Leader is expected to ensure smooth operations on a daily basis by ensuring all service level agreements are met in terms of quality productivity and turnaround time by active interaction with the business area.
The Team Leader is expected to take ownership of identification and resolution of daily operational admin and technical issues.
The Team Leader should ensure timely and accurate submission of all reports sought by the management or by the business area and ensure high levels of internal and external customer service.
The Team Leader is expected to periodically review and suggest possible revision of the quality and productivity targets based on the teams performance in order to improve overall process efficiency and deliver excellent customer service.
The Team Leader is expected to Initiate Training and Updates to the team members
The Team Leader is expected to keep the Manager appraised of members needs staffing issues technical and performance issues
The Team Leader is expected to interact with the BA in order to be transparent on the business front
Teamwork
The Team Leader is expected to create and maintain an environment that fosters teamwork in which each member is an eager contributor.
The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.
The Team Leader is expected to actively participate and encourage participation in team events.
Continuous Improvement
The Team Leader is expected to constantly improve upon current performances and raise the bar of expectations and standards.
The Team Leader is also expected to contribute ideas suggestions which improve the process efficiency or enhance the way we work.
The Team Leader should constantly strive to invite suggestions from the team and implement them if found feasible.
Appraisals The Team Leader is expected to conduct and document appraisal reviews of the team members on at least a monthly basis.
The Team Leader should give feedback to individual team members in a manner not offensive to the team member focusing on the performance rather than the personality of the individual in an unbiased and unprejudiced way.
The Team Leader should be objective and specific while delivering feedback
Certifications Required
Microsoft Office Specialist Certification in Excel or equivalent certification in advanced Excel skills.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
