DESCRIPTION:

The Team Leader will be responsible for managing the day-to-day operations of the Investor Claims Process, including claim preparation, review, submission, follow-up, and resolution. The role requires strong knowledge of mortgage investor claim processes, including FHA, VA, and Fannie Mae guidelines, along with experience in claim intake, referrals, reporting, and exception management.

The Team Leader will lead a team of processors, ensure adherence to investor and client guidelines, monitor SLA and quality performance, manage escalations, and drive process improvements.

        1. Investor Claims Process Management

·       Manage the end-to-end Investor Claims Process, ensuring claims are accurately reviewed, prepared, submitted, and resolved within defined SLAs/TATs.

·       Should have strong working knowledge of FHA, VA, and Fannie Mae investor claim processes and guidelines.

·       Ensure the team understands and follows applicable investor requirements, timelines, documentation, and claim eligibility criteria.

·       Review claims for completeness, accuracy, and compliance with investor requirements before submission.

·       Handle complex claims, exceptions, discrepancies, and rejected/returned claims.

·       Monitor claim status and ensure timely follow-up on pending claims and outstanding requirements.

·       Identify potential claim losses, discrepancies, and process gaps and take appropriate corrective action.

·       Ensure proper documentation and audit trails are maintained for all claims.

2. FHA / VA / Fannie Mae Knowledge

·       Good understanding of FHA claim requirements and processes, including claim documentation, timelines, adjustments, and follow-up.

·       Working knowledge of VA claims processing requirements, documentation, and submission/follow-up activities.

·       Knowledge of Fannie Mae investor requirements and claim-related processes.

·       Ability to interpret investor guidelines and communicate process changes to the team.

·       Stay updated on changes to investor guidelines and ensure timely implementation within the process.

·       Support the team in resolving investor-specific exceptions and escalations.

3. Intake & Referral Management

·       Manage and oversee the claim intake process, ensuring referrals are received, reviewed, categorized, and assigned appropriately.

·       Ensure all required information and documentation are available during intake.

·       Review referrals for completeness, eligibility, priority, and appropriate workflow routing.

·       Monitor referral queues and ensure timely action based on defined SLA/TAT.

·       Track pending referrals, aging items, and exceptions and ensure timely resolution.

·       Coordinate with upstream/downstream teams for missing information, documentation, or clarification.

·       Identify recurring referral issues and recommend process improvements.

4. Reports & MIS Management

·       Prepare, review, and publish daily, weekly, and monthly operational reports/MIS.

·       Monitor key metrics such as:

o   Claim intake volumes

o   Claims submitted

o   Claims paid/approved

o   Claims rejected/returned

o   Pending claims

o   Aging/backlog

o   Referral volumes

o   SLA/TAT adherence

o   Productivity

o   Quality/accuracy

o   Error and rework percentage

·       Analyse trends and provide actionable insights to management.

·       Ensure reports are accurate and delivered within defined timelines.

·       Develop and maintain trackers/dashboards for claims, referrals, aging, and team performance.

·       Highlight risks, bottlenecks, and performance gaps to management.

5. Team Leadership & People Management

·       Lead, motivate, and manage a team of Investor Claims Processors.

·       Allocate work based on volumes, priorities, complexity, and available resources.

·       Monitor daily productivity, quality, attendance, and SLA performance.

·       Conduct regular team huddles, one-on-one discussions, coaching, and feedback sessions.

·       Identify knowledge gaps and coordinate training/refresher sessions.

·       Support new-hire training and process certification.

·       Manage team performance and implement action plans for underperforming employees.

·       Build a strong culture of accountability, quality, and continuous improvement.

6. Quality & Compliance

·       Conduct regular quality checks on claims and related transactions.

·       Ensure adherence to investor guidelines, client procedures, SOPs, and internal controls.

·       Monitor processing errors, claim rejections, financial discrepancies, and rework.

·       Perform root-cause analysis on quality issues and implement preventive actions.

·       Ensure sensitive borrower/investor information is handled securely and appropriately.

·       Support internal and client audits by providing required documentation and process information.

7. Escalation & Stakeholder Management

·       Act as the first-level escalation point for complex investor claims, referrals, and operational issues.

·       Resolve process-related issues by coordinating with relevant internal teams.

·       Work closely with Quality, Training, Compliance, Technology, Reporting/MIS, and other operational teams.

·       Communicate effectively with management and stakeholders regarding operational performance, risks, and escalations.

·       Ensure timely resolution and closure of escalated items.

8. Process Improvement

·       Identify opportunities to improve claim processing accuracy, turnaround time, and productivity.

·       Analyse recurring claim rejection, referral, and exception trends.

·       Recommend process improvements to reduce errors, rework, backlog, and financial impact.

·       Participate in process transitions, system enhancements, UAT, and automation initiatives.

·       Maintain updated SOPs, process documentation, and knowledge materials.

QUALIFICATIONS:

·       Bachelor’s degree in finance, Commerce, Business Administration, or a related field preferred.

·       6–10 years of experience in Mortgage Operations, Investor Claims, Default Management, Loss Mitigation, or related mortgage servicing processes.

·       2–3+ years of Team Lead/Supervisory experience preferred.

·       Prior experience handling FHA, VA, and Fannie Mae processes is required/preferred.

·       Experience in claim intake, referrals, reporting/MIS, and exception management is highly preferred.

·       Experience managing a high-volume, SLA-driven mortgage operations team will be an advantage.