Active Servicing Team Lead

Job Description Active Servicing Team Lead

Location: Virtual / Work From Home

Experience: 2-8 Years

Salary: Up to 10 LPA

Shift: US / Night Shift

Notice Period: 0-45 Days

Working Days: 5 Days a Week, Fixed Weekends Off

Job Purpose

The Active Servicing Team Lead will be responsible for managing US Mortgage Servicing Operations, ensuring smooth day-to-day processing, meeting SLA and KPI targets, and maintaining quality and regulatory compliance. The role requires hands-on experience in active mortgage servicing processes, along with the ability to monitor team performance, resolve operational issues, and drive process improvements.

Key Responsibilities

1. Mortgage Servicing Operations

Manage daily US Mortgage Servicing activities and ensure timely and accurate processing.

Handle one or more active servicing processes, including Cashiering, Payment Processing, Escrow Administration, Loan Maintenance, Payoffs, Assumptions, Customer Correspondence, Investor Reporting, Loan Boarding, and Servicing Transfers.

Ensure adherence to established operational procedures, quality standards, and compliance requirements.

Maintain a strong understanding of the US Mortgage lifecycle and servicing systems.

2. Team Management & Performance

Monitor team productivity, quality, and overall operational performance.

Provide coaching, guidance, and process-related support to team members.

Ensure achievement of SLA, KPI, turnaround time, and productivity targets.

Handle escalations and coordinate with internal stakeholders to resolve operational challenges.

3. Reporting & Process Improvement

Prepare, review, and analyze operational reports using MS Excel.

Identify process gaps and implement initiatives to improve efficiency and accuracy.

Support quality assurance, compliance, automation, and continuous improvement activities.

Ensure compliance with applicable US Mortgage regulations, investor guidelines, and internal policies.

Required Qualification & Experience

Graduation in any discipline is mandatory; postgraduates are preferred.

28 years of relevant experience in US Mortgage Servicing Operations.

Hands-on experience in at least one Active Servicing process is mandatory.

Good understanding of US Mortgage servicing procedures, systems, and regulatory requirements.

Experience in a structured BPO or operations environment.

Team handling or Team Lead experience is preferred.

Required Skills

Strong knowledge of US Mortgage Servicing and Active Servicing processes.

Good analytical, problem-solving, and decision-making abilities.

Proficiency in MS Excel and operational reporting.

Strong communication and stakeholder-management skills.

Ability to work in a target-driven environment focused on SLAs, KPIs, quality, and productivity.

Willingness to work in US/night shifts.

Preferred Qualifications

Experience with mortgage servicing platforms such as MSP, LoanServ, Black Knight, Sagent, or equivalent systems.

Familiarity with Fannie Mae, Freddie Mac, FHA, VA, or USDA guidelines.

Exposure to process improvement, quality control, compliance, or automation initiatives.

Six Sigma or Lean certification will be an added advantage.

Ideal Candidate Profile

The ideal candidate should have strong hands-on experience in US Mortgage Servicing or Active Servicing Operations, preferably with team-handling or Team Lead exposure. Candidates should be comfortable managing SLA/KPI-driven operations, ensuring regulatory compliance, resolving escalations, and improving process efficiency.

Notice Period: Candidates who can join within 0-45 days will be preferred.