Team Leader – Investor Claims

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:

oClaim intake volumes

oClaims submitted

oClaims paid/approved

oClaims rejected/returned

oPending claims

oAging/backlog

oReferral volumes

oSLA/TAT adherence

oProductivity

oQuality/accuracy

oError 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