Tl-Cash Operations

Team Leader – US Mortgage Servicing Operations

We require a Team Leader with expertise in US Mortgage Servicing Operations, preferably Cash Operations. The role is office-based and requires working night shifts.

Responsibilities

Good knowledge of MS Office.

Flexible to work in different shifts.

Strong written and verbal communication skills.

Ability to gain team acceptance.

Ensure written complaints received via email or customer servicer portals are researched and responded to within legal timelines by reviewing loan history, notes, documents, and P&Ps, and coordinating with relevant departments.

Leadership

Lead, motivate, and act as the primary point of contact for the team.

Identify, resolve, or escalate team issues.

Understand team strengths and development areas and provide guidance.

Promote company values, foster a positive work environment, support retention, and implement feasible attrition-reduction initiatives.

Operations

Ensure productivity and quality targets are met and recommend corrective action for underperformers.

Maintain daily operations and ensure SLA compliance for quality, productivity, and turnaround time.

Own resolution of operational, administrative, and technical issues.

Ensure timely and accurate reporting to management and business stakeholders.

Review quality and productivity targets periodically and suggest improvements.

Initiate training and process updates for team members.

Keep the Manager informed of staffing, technical, performance, and team-member needs.

Maintain transparent communication with the Business Area (BA).

Teamwork & Continuous Improvement

Foster a collaborative and cohesive team environment.

Encourage participation in team activities and knowledge sharing.

Drive continuous improvement through ideas, suggestions, and implementation of feasible process enhancements.

Encourage and act on team feedback where appropriate.

Appraisals

Conduct and document monthly performance reviews.

Provide objective, unbiased, and specific feedback focused on performance rather than personality.

Certification Required

Microsoft Office Specialist Certification in Excel or equivalent advanced Excel certification.