Team Leader, Loss Mitigation

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job Summary:

Seeking a hands-on Team Leader with strong experience in US Mortgage Servicing, specifically Loss Mitigation/Home Retention. The ideal candidate is a subject matter expert who consistently meets or exceeds performance targets and can effectively coach and transition new hires into production.

Key Knowledge, Skills & Abilities

Job Summary:

Seeking a hands-on Team Leader with strong experience in US Mortgage Servicing, specifically Loss Mitigation/Home Retention. The ideal candidate is a subject matter expert who consistently meets or exceeds performance targets and can effectively coach and transition new hires into production.

• US Mortgage loss mitigation / foreclosure / servicing
• Knowledge of FNMA, FHLMC guidelines
• Loan document review, income calculation, credit analysis
• Strong analytical + decision-making skills.
• Proficiency in data analysis and reconciliation as needed.
• Ability to manage multiple priorities in a deadline-driven environment.
• Proficient in MS Office and capable of working effectively in collaborative, team-oriented environments.

Key Responsibilities

• Ability to lead a team in a fastpaced, compliancedriven mortgage servicing environment.
• Lead and supervise a Mortgage Servicing team to meet SLA, productivity, and quality targets.
• Manage work queues, daily workflows, and production metrics.
• Maintain daily/weekly/monthly performance and production reports.
• Partner with client partners and inhouse team on workflow planning, process improvement, training, and special projects.
• Recommend operational enhancements to improve efficiency and client satisfaction.
• Collaborate with internal teams to ensure smooth operations and timely issue resolution.
• Handle escalations and resolve complex customer or client queries.
• Coach and develop team members while monitoring performance and attendance.

Education and Experience

• Bachelors degree required
• 5 plus years of US Mortgage Servicing experience, preferably in Loss Mitigation
• Flexibility to work night shifts and support extended hours/weekends when required.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.