US Consumer Loan Team Lead

Job Summary:

As a Default Servicing and Management lead, you will be responsible for handling various aspects of default servicing and management for our client's US Consumer Loan business. This role involves working closely with the client's systems and processes to ensure accurate and timely updates related to bankruptcy, legal invoices, document management, repossession, judgment rescheduling, and lawsuit management. This role is responsible for multiple task deliverables in a process on a project simultaneously which includes accurate delivery monitoring and implementing controls error free execution compliance to information security policies and managing the team

Key Responsibilities:

· Collaborate with legal teams, recovery agencies, and stakeholders to resolve defaulted accounts.

· Support the collections process by reviewing accounts and providing recommendations for collection strategies.

· Work with repossession teams to recover assets (e.g., for auto-secured loans) as needed.

· Track borrower bankruptcy filings and update account statuses.

· Assist in preparing necessary documentation for legal proceedings related to default loans.

· Ensure all system records are accurately updated to reflect the latest status of default accounts.

· Maintain proper documentation for all account actions and communications.

· Generate reports on default loan statuses, settlements, and recovery efforts.

· Ensure compliance with relevant regulations and internal policies in all default servicing activities.

Operational Responsibilities:

· Interact with Client, customer to manage and resolve customer requests through effective queue management (prioritization of demand)

· Provides project update to client and leadership

· Create, collate periodic reports for client meetings

· Ensures data integrity of data presented to client and stakeholders

· Ensure process deliverables are met

· Acts as an SME for the team to Identify and resolve issues and document all process changes

· Monitor and review first level processing

· Process complex Transactions

· Handle first level escalations from client

· Identify and assess service improvement opportunities

· Contribute to process improvement initiatives

· Perform quality checks, audits to ensure data integrity error free processing and identification of risks

· Identify and report process changes

· Adhere to the mandatory industry regulation and compliance requirements for the given process

· Perform Audit, Foresee Risk and institutionalize necessary controls

· Update Process documentation user manuals as appropriate for the process

· Participate in knowledge transfer

· Ensures alignment to org driven metrics and hygiene needs in terms of

· Pyramid and Span

· Job Rotation of resources

· Cross Skilling of Resources

· Mentors, coaches and grooms teams members to grow

· Drives teams learning and innovation index goals

· Delegates assigns and reviews tasks given to team members for accuracy

· Performance Management and development plans

· Manages attrition and absenteeism

· Ensure Accurate Tracking and collating of Quality and KPI metric data

Domain Skills Required

· Fundamental understanding of loan delinquency, foreclosure, bankruptcy processes, and recovery strategies.

· Efficiently manage a portfolio of default loans, ensuring timely follow-ups and actions.

· Experience working with loan management systems to update and track defaulted loan accounts.

· Strong attention to detail and accuracy

· Excellent communication skills, both written and verbal

· Ability to work independently and manage loan portfolios

· Strong organizational and time management skills

· Flexible working hours required to accommodate different time zones of the employer

· Applies analytical skills to quickly and efficiently resolve any customer issues

· Maintain high-quality customer service standards

· Meet productivity and quality targets

· Collaborate with internal teams and external agencies to resolve account issues