Job Description

:
for TL / TM
of Subject Matter Expert
Job Title: Team Manager/Team leader, Operations
xe2x80x8b
Objectives
The SMEs objective is to actively assist a team in accordance with laid down procedures to
achieve and maintain requisite standards of quality and productivity. He / she will report to
the Team leader/Team Manager, Operations, who will be the first point of contact for any
issues, questions, or concerns.
Key Result Areas (KRAs)
Leadership:
xefx83x98The SME is responsible for maintaining constant process knowledge in the team.
xefx83x98Responsible for maintaining and documenting all updates received from the business
area.
xefx83x98Will be a part of clients calls as required and will be responsible to update the teams
alongside the Supervisors
xefx83x98Responsible for cascading / providing training on new updates to all team members.
xefx83x98Responsible for conducting the knowledge check.
xefx83x98Responsible for suggesting and driving process improvements.
xefx83x98Should have multi-tasking skills as a Trainer / QC / Processor and will conduct
refresher trainings / handle Quality sessions on a need basis.
xefx83x98Monitor and coach underperformers to improve their quality and efficiency.
xefx83x98To be a part of the regular production and produce agreed numbers.
xefx83x98Address and ensure resolution on all process related queries of the team members
Essential Functions:
xefx83x98Review, analyze and ensure timely settlement of investor and mortgage insurance
claims and managing claims to determine status and bring to closure and request
extensions as needed.
xefx83x98Must be updated with all investor guidelines in order to file claims.
xefx83x98Document and maintain all system necessary for proper claim handling and follow-
up.
xefx83x98Research issues and obtain proper supporting documentation in a timely manner as
requested by the investor or mortgage insurance company.
xefx83x98Monitor claim process reports to ensure all required responses are timely filed.
xefx83x98Complete timely audits of all assigned claims to ensure all requirements have been
met and claim process can be validated.
Qualification:
xefx83x98Diploma / Graduate any discipline.
xefx83x983 - 4 years of experience in BPO, U.S Mortgage/ Data Processing background.
xefx83x98Previous experience with mortgage claim filing is a requirement.
xefx83x98Minimum of 2 years in the Sr. Process Associate role.
Skill Sets
xefx83x98Good interpersonal skills
xefx83x98Good written and verbal Communication skills
xefx83x98Ability to coach