Commercial Loan Servicing Team Lead

Selene Diligence•Jacksonville, FL

About The Position

The Commercial Loan Servicing Team Lead provides day-to-day leadership and subject matter expertise to the Commercial Loan Contact Center and Special Loan Advisors. The role guides team priorities, coaches advisors, and acts as the primary escalation resource for complex commercial and business-purpose loan servicing issues. The position combines loan servicing knowledge with leadership, problem-solving, employee development, and a focus on customer experience. The team lead researches and resolves complex servicing matters, supports payoff requests and related activities, monitors workflow and recurring issues, and contributes to reporting, quality initiatives, and process improvement. The role partners with leadership and ensures servicing work is accurately documented and completed in accordance with company, investor, and regulatory requirements.

Requirements

3-5 years of mortgage servicing, commercial loan servicing, business-purpose lending, or related experience.
Experience coaching, mentoring, or providing day-to-day leadership to team members.
Experience researching and resolving complex servicing inquiries and customer escalations.
Knowledge of payments, taxes, insurance, escrow, payoffs, and loan documentation.
Strong analytical, problem-solving, communication, and organizational skills.
Ability to manage multiple priorities in a fast-paced servicing environment.
High school diploma or GED required.

Nice To Haves

Previous Team Lead, Lead Advisor, Senior Servicing Specialist, or similar lead-level experience.
Commercial mortgage or business-purpose loan servicing experience.
Experience with cross-collateralized loans and partial lien releases.
Experience with advisor scorecards, reporting, quality metrics, or KPIs.
Experience with MSP or a similar loan servicing platform.
Associate or bachelor's degree preferred.

Responsibilities

Provide day-to-day guidance, coaching, and support to Commercial Loan Advisors and Contact Center representatives.
Serve as the lead escalation resource for complex commercial and business-purpose loan servicing inquiries.
Research and resolve complex issues involving payments, taxes, insurance, escrow, collateral, payoffs, lien releases, loan documentation, and other servicing activities.
Guide advisors through complex borrower situations and help determine appropriate resolutions.
Support full and partial payoff requests, including cross-collateralized loans and related servicing activities.
Monitor workflow, escalations, and recurring issues to identify training and process improvement opportunities.
Support advisor scorecards, team reporting, quality initiatives, and KPIs.
Partner with leadership to reinforce servicing standards, operational priorities, and team development.
Ensure servicing activities are accurately documented and completed in accordance with company, investor, and regulatory requirements.