[Hiring] Team Leader @firstsourc

Role Description

We are seeking an experienced and results-driven Team Leader to oversee operations within the US Mortgage Payoff Quote and Document Request process. The role requires strong domain knowledge, people management expertise, and the ability to deliver consistent performance in a high-compliance environment. The Team Leader will be responsible for managing a team of 15–20 associates and ensuring seamless day-to-day operations in alignment with client expectations and regulatory guidelines.

Role & Responsibilities:

• Operational Leadership:
  • Manage, mentor, and develop a team of 15–20 FTEs to achieve productivity and quality targets.
  • Oversee daily workflow distribution, queue monitoring, and workload balancing.
  • Ensure timely and accurate processing of payoff quotes, lien releases, and customer document requests.
• Performance & Quality Management:
  • Track and report on SLA/KPI performance, productivity, accuracy, and adherence.
  • Conduct regular feedback sessions, performance appraisals, and coaching interventions.
  • Ensure compliance with all US mortgage servicing regulations and client-defined procedures.
• Stakeholder Management:
  • Act as the primary point of contact for internal leadership and client partners.
  • Provide operational updates, performance reports, and issue escalations as required.
  • Collaborate with training and quality teams to address skill gaps and process improvements.
• Compliance & Audit Readiness:
  • Maintain process documentation and ensure adherence to SOPs.
  • Support internal audits, client audits, and compliance checks with accurate reporting and evidence.
• Continuous Improvement:
  • Identify process gaps and recommend efficient enhancement solutions.
  • Contribute to improvement projects, automation opportunities, and operational excellence initiatives.
  • Support new work transitions and process stabilizations.

Qualifications

• Bachelor's degree (mandatory).
• Minimum 2 - 3 years of experience in US mortgage operations, specifically related to payoff quotes or document requests.
• Prior experience in a supervisory, SME, or team lead capacity is preferred.

Requirements

• Thorough understanding of the US mortgage lifecycle, servicing processes, payoff calculations, and escrow components.
• Strong leadership, coaching, and team management skills.
• Excellent communication, analytical thinking, and problem-solving abilities.
• Proficiency in MS Excel and workflow management tools.
• Ability to manage high-volume processes with accuracy and efficiency.

Application Process & Timelines

• Last date to apply on the job posting is 20th March 2026.
• PS: Strictly no extension allowed on timelines.
• The selected candidates must be released within 30 days from the date of the announcement of the results.