Mortgage Servicing Team Lead

4 days ago


Tempe, Arizona, United States Cenlar FSB Full time

Seeking a seasoned professional to lead our Mortgage Servicing team in achieving operational excellence. As a critical member of our organization, you will oversee daily operations, ensuring seamless customer experiences and driving business growth.

About the Role

This is an exciting opportunity for a motivated and experienced leader to join our team as a Mortgage Servicing Team Lead. You will be responsible for overseeing a team of Mortgage Servicing Professionals, focusing on daily performance measurements and establishing goals that align with company standards.

You will participate in handling incoming and outbound call needs, responding to real-time customer issues, and escalating concerns to managers. Additionally, you will facilitate weekly/monthly reporting of Outbound Call programs and provide direct reports for performance metrics review and professional development.

The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for driving business results. If you are a results-driven leader who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities
  • Oversee daily operations and ensure seamless customer experiences
  • Manage a team of Mortgage Servicing Professionals and establish goals that align with company standards
  • Participate in handling incoming and outbound call needs and respond to real-time customer issues
  • Facilitate weekly/monthly reporting of Outbound Call programs
  • Provide direct reports for performance metrics review and professional development
  • Identify trends and escalate concerns to managers to minimize corporate risk
Requirements
  • Bachelor's degree or equivalent or a minimum of 3 years progressive Customer Service experience in a call center environment required
  • Previous supervisory experience preferred
  • Strong coaching and counseling skills
  • Leadership skills
  • Ability to work in a fast-paced environment
  • Excellent interpersonal skills
  • Excellent organizational and time management skills
  • Excellent problem resolution and customer service skills
  • Excellent verbal and written communication skills
Compensation and Benefits

We offer a competitive salary range of $85,000 - $110,000 per year, depending on experience, plus additional benefits including health insurance, 401(k) matching, and paid time off.



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