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.
Quem somos:
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram retornos concretos e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em www.cognizant.com ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
