Customer Support Team Leader

Mphasis Ltd


Not disclosed

Work from Office

Full Time

Min. 5 years

Job Details

Job Description

Team Lead-Processing

Assistant Manager /Team Lead – Processing /Pre-Underwriting

Position Overview:

The candidate will work closely with the respective Manager to ensure their staff is trained and meeting their daily goals for productivity and quality and adherence to departmental procedures/policies. The AM will be responsible for having one–on-one mentoring sessions with the team members to instill awareness of the team member’s goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success. The AM will serve as a communication liaison to ensure that changes are effectively communicated to their team members and as an escalation path for member satisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.

Essential Job Functions:

        Provide leadership to a team of 8-15 team members through coaching each direct report to achieve their optimum performance

        Ensure all loans are worked appropriately, within required SLA timeframes and documented properly

        Provide direct feedback to the team members on quality review results and set forth a measured improvement plan where needed.

        Assess ongoing training needs to ensure team members have a clear understanding of job requirements and updates to the loan requirements

        Organize work flow to achieve SLA timeframes and commitments to our Client

        Manage work schedules, overtime and labor cost to achieve departmental budget plan

Function as a SME and lend assistance for questions and scenarios

Ensure trends are provided to Operations Manager for implementation of job aids, training tool updates, etc.

Maintain current knowledge of client scope requirements and processes

Assist in resolving processing issues or customer escalations as they arise

Address personnel issues with guidance from Unit Leader and Human Excellence team


Proficient in automated underwriting tools 

2-3 years of current mortgage origination experience with emphasis in loan processing under U.S. secondary marketing and regulatory guidelines, with Supervisory responsibilities over a residential production team within the past year

Current working knowledge of FNMA/FHLMC guidelines

Strong command of the English language, along with analytic, interpersonal, and verbal and strong written communication skills

Ability to work in a flexible and production oriented environment

Must be able to promote and foster a positive work environment

Must be able to work in a high stress environment while delivering a high-level of customer service

Must be willing and able to work as part of a team

Good computer skills/knowledge-paperless environment

Candidates must be available to work U.S. business hours

Job role

Work location



Banking / Insurance / Financial Services

Role / Category

Banking Operations

Employment type

Full Time


Day Shift

Job requirements


Min. 5 years

About company


Mphasis Ltd

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