JOB TITLE:

Team Leader - Loss Mitigation (Mortgage Operations / Collections / Servicing)

REPORTS TO:

Ops Manager

DIRECT REPORTS:

10 FTE

POSITION TYPE:

Full-Time

SHIFT TIMINGS:

Night Shift (6pm – 3am, Mon - Fri)

POSITION TYPE:

Full-Time

LOCATION:

Chennai, TN. India.

DESCRIPTION:

The Team Lead – Loss Mitigation is responsible for leading a team of specialists handling loss mitigation activities such as loan modification, repayment plans, short sales, and forbearance programs. The role ensures timely and accurate processing, adherence to investor and regulatory guidelines, and effective communication with internal stakeholders and customers to minimize losses and maintain compliance.

RESPONSIBILITIES:

Team Management & Performance:

Supervise and mentor a team of loss mitigation analysts / specialists.Set daily, weekly, and monthly performance goals aligned with business SLAs.Conduct regular performance reviews, provide feedback, and identify training needs.Monitor productivity, quality, and adherence to turnaround time and compliance metrics.

Operational Excellence:

Oversee the end-to-end loss mitigation process — from application receipt to workout completion.Ensure all files are reviewed and decisioned in accordance with investor, insurer, and regulatory guidelines (Fannie Mae, Freddie Mac, FHA, VA, etc.).Maintain strong controls over document verification, income analysis, and eligibility determination.Drive process improvements and automation initiatives to enhance efficiency and accuracy.

Compliance & Risk Management:

Ensure adherence to all applicable state, federal, and investor guidelines (e.g., CFPB, RESPA, TILA).Regularly audit files to ensure quality and compliance.Identify potential risks, escalations, and compliance exceptions and resolve them promptly.

Stakeholder Collaboration:

Participate in client calls and provide business updates and performance reports.Support management in preparing dashboards, MIS, and root cause analysis reports.

Leadership & Continuous Improvement:

Foster a culture of accountability, customer focus, and continuous learning.Lead by example in demonstrating professionalism, accuracy, and integrity.Participate in hiring, onboarding, and cross-training initiatives.

Key Performance Indicators (KPIs):

SLA and turnaround compliance (%)Quality and audit score (%)Delinquency resolution / Cure rate (%)Employee productivity and engagement levelsCustomer satisfaction and complaint rate

QUALIFICATIONS:

Required Education and Experience:

Bachelor’s degree in finance, Business Administration, or related field (MBA preferred).5–8 years in mortgage servicing / loss mitigation, with at least 2 years in a supervisory or team lead capacity.Strong knowledge of U.S. mortgage servicing regulations, investor guidelines, and workout options.Excellent communication, analytical, and decision-making skills.Proficient in MS Excel, Loan Servicing Systems (e.g., MSP, FiServ, Black Knight), and reporting tools.Strong interpersonal and leadership abilities to manage high-performing teams.

OTHER DUTIES: Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About The Role

The Loss Mitigation TL is a senior leadership position within the Operations department, responsible for overseeing and optimizing all loss mitigation activities, processes, and performance. With significant autonomy and visibility, this role leads a team of specialists focused on reducing delinquency, minimizing credit losses, and improving recovery outcomes while maintaining a strong customer-centric and compliance-driven approach. Leveraging at least 10 years of industry experience, the Loss Mitigation TL will guide strategy execution, coach and develop team members, and collaborate cross-functionally with Risk, Legal, Compliance, and Finance to ensure operational excellence and adherence to regulatory standards. This full-time, salaried position is ideal for a seasoned professional who can balance analytical rigor with effective people leadership and clear communication.

What You'll Do

Lead and manage the day-to-day operations of the Loss Mitigation team within the Operations department, ensuring performance against key metrics and service-level standards.Develop, implement, and continuously refine loss mitigation strategies, workflows, and policies to reduce delinquency rates, charge-offs, and overall credit losses.Supervise, coach, and mentor team members, providing regular feedback, performance evaluations, and individualized development plans to build high-performing talent.Monitor portfolio performance, trends, and risk indicators; analyze data to identify root causes and recommend tactical and strategic improvements.Establish and track team KPIs, including cure rates, roll rates, recovery performance, and customer satisfaction metrics, and report results to senior management.Ensure all loss mitigation activities are performed in full compliance with internal policies, regulatory requirements, and applicable laws.Partner closely with Risk, Compliance, Legal, and Finance to align operational practices with risk appetite, regulatory guidelines, and audit expectations.Oversee complex or escalated customer cases, providing guidance on appropriate solutions such as repayment plans, restructuring, or alternative workout options.Collaborate with technology and process-improvement teams to identify automation opportunities, system enhancements, and operational efficiencies.Support the development and maintenance of standard operating procedures (SOPs), training materials, and quality assurance frameworks for the loss mitigation function.Participate in or lead special projects, pilots, and initiatives aimed at optimizing collections, recoveries, and customer experience outcomes.Prepare and deliver regular reports, presentations, and updates to senior leadership on team performance, emerging risks, and strategic recommendations.Foster a culture of accountability, transparency, and continuous improvement, encouraging collaboration and knowledge-sharing across the broader Operations team.

Qualifications

Bachelor’s degree in business, finance, accounting, economics, or a related field; advanced degree or relevant certifications preferred.Minimum of 10 years of progressive experience in loss mitigation, collections, recovery, credit risk, or a closely related function within financial services or a similar regulated industry.Proven experience leading teams in an operational environment, including setting priorities, managing workloads, and achieving performance targets.Deep understanding of loss mitigation strategies, tools, and best practices, including restructuring, repayment plans, forbearance, and other workout options.Strong knowledge of applicable regulations, compliance standards, and industry guidelines related to loss mitigation, collections, and customer treatment.Demonstrated ability to analyze complex data sets, identify trends, and translate insights into actionable operational improvements.Excellent people leadership skills, with a track record of coaching, developing, and motivating high-performing teams.Exceptional communication skills in English, both written and verbal, with the ability to explain complex concepts to diverse stakeholders.Strong problem-solving and decision-making abilities, with sound judgment in managing escalated or sensitive customer situations.High level of integrity and attention to detail, with a commitment to accuracy, documentation, and audit readiness.Comfort working in a fast-paced, evolving environment, with the ability to manage multiple priorities and deadlines.Proficiency with core office and analytics tools (e.g., Excel, reporting platforms, and case management systems); experience with loss mitigation or collections platforms is a plus.