The Team Lead – Back Office Loan Modification Operations is responsible for leading and supporting a team of Loan Modification Specialists who review, process, and implement loan modification requests for auto finance customers experiencing financial hardship. This role ensures operational excellence, compliance adherence, workflow efficiency, and quality assurance while meeting productivity and service-level expectations.
The Team Lead serves as the primary point of contact for escalations, coaching, performance management, and process improvement initiatives. This position works closely with Operations, Collections, Customer Service, Risk, Compliance, and Underwriting teams to ensure loan restructures are processed accurately, timely, and in accordance with company policies and regulatory requirements.
Team Leadership & Performance Management
Lead, coach, and develop a team of Back Office Loan Modification Specialists.
Monitor daily productivity, quality, and workflow performance against established KPIs.
Conduct regular performance reviews, coaching sessions, and development discussions.
Provide guidance on complex loan modification requests, exceptions, and escalations.
Foster a culture of accountability, collaboration, and continuous improvement.
Loan Modification Operations Oversight
Oversee the review and processing of loan modification requests, including:
Payment deferrals
Term extensions
Interest rate adjustments
Loan restructures
Ensure modifications are processed accurately and within established turnaround times.
Review complex cases and approve transactions within delegated authority limits.
Escalate high-risk or policy exception requests to management as appropriate.
Quality Assurance & Compliance
Ensure all loan modification activities comply with company policies, investor guidelines, and applicable regulatory requirements.
Perform quality reviews and audits of completed work.
Monitor error trends and implement corrective actions to improve quality.
Support internal and external audits by providing documentation, reporting, and operational insights.
Ensure proper documentation and record retention standards are maintained.
Required Qualifications
High School Diploma or equivalent required.
Associate’s or Bachelor's degree in Business, Finance, Operations, or related field preferred.
4–6 years of experience in loan servicing, auto finance, collections, financial operations, or related lending functions.
Minimum 1–2 years of leadership, supervisory, or team lead experience.
Experience with loan modifications, hardship programs, restructuring, or delinquency management.
Strong knowledge of loan servicing systems and operational processes.
TCS Employee Benefits Summary:
• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification &am p; Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Salary Range: $54,000 - $60,000 per year
More Information
Application Details
- Organization DetailsTCS / Tata Consultancy Services
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