Team Lead - foreclosure Support

Data - The TL-Default Servicing Role

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Job Summary

The TL-Default Servicing role requires a dedicated professional with 6 to 8 years of experience proficient in MS Excel to manage and optimize default servicing processes. The candidate will work from the office during night shifts ensuring efficient handling of mortgage loan services. Experience in Property Preservation Foreclosure and Claim File services is advantageous.

Responsibilities

The team leader's objective is to actively lead and motivate a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He/she will report to the team manager delivery manager operations who will be the first point of contact for any issues, questions, or concerns.

Key Result Areas (KRAs)

Leadership

2 years of team management experience.

2 plus years of experience working with multiple investors for foreclosure.

Managing all people related issues coordination with HR and internal leadership as required.

Ability to identify the strengths and weaknesses of his/her team members and provide them with appropriate guidance and direction.

Actively promote the company ethos and create and maintain an environment which encourages retention.

Proactively identify and implement feasible solutions to address issues which could lead to attrition.

Operations

Interact with all relevant client stakeholders and ensure all KPIs are delivered as per the set target.

Prepare weekly, daily, monthly MISs, MBR, QBR, and conduct reviews with the client.

Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.

Take ownership of identification and resolution of daily operational admin and technical issues.

Manage and respond to all client escalations in a timely manner.

Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service.

Monthly review and suggest revision of the quality and productivity targets based on the team’s performance to improve overall process efficiency and deliver excellent customer service.

Ensure all trainings are completed for self and teams, nominate self and team members for additional trainings to improve skillset.

Keep the manager leadership apprised of members’ needs, staffing issues, technical and performance issues.

Conduct training for new hires as and when required.

Mentor foreclosure associates while assisting manager with tasks such as scheduling meetings, training, and creating a positive work environment.

Assist foreclosure associates dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines.

Be available to foreclosure associates when they need assistance.

Meet department standards as they relate to daily productivity metrics.

Perform side by side quality review for new hires and existing employees.

Assist foreclosure manager with review and compilation of investor insurer and client reporting requests as needed.

Point of contact for new hires and existing employees.

Performs additional projects and duties as assigned by management.

Teamwork

Ability 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.

Actively participate and encourage participation in team organizational events.

Continuous Improvement

Consistent improvement upon current performances and raise the bar of expectations and standards.

Contribution of ideas suggestions which improve the process efficiency or enhance the way we work.

Encourage and invite suggestions from the team and implement them if found feasible.

Appraisals

Conduct and document appraisal reviews of the team members on at least a monthly basis.

Provide regular and constructive feedback to individual team members focusing on their 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 and avoid being general.

To be open and receptive to feedback.

Qualification

Graduate any discipline

4-5 years of experience in the BPO US Mortgage Foreclosure domain

Minimum of 2 years in the team handling role

Skill Sets

Good interpersonal skills

Prioritizing and time management

Planning and organizing skills

Good knowledge of MS Office

Flexibility to work in different shifts

Acceptability by the team

Good written and verbal communication

US Mortgage Industry Foreclosure knowledge

Able to meet goals and deadlines in a fast-paced environment

Certifications Required

Certified Mortgage Servicer (CMS) or equivalent certification in mortgage servicing.

What We Offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning, and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About Us Cognizant is one of the world’s leading professional services companies, transforming clients’ business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world.

Other Employment-Related Information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, provincial, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.