Customer Service Team Lead

Utah Housing Corporation•West Valley City, UT

8d•$57,221 - $74,849•Hybrid

About The Position

Utah Housing Corporation (UHC), located in West Valley City, Utah, is seeking to hire a full-time Customer Service Team Lead to support the Mortgage Servicing Department. This position supports the Customer Service Manager with the department's daily operations while providing leadership, coaching, and technical guidance to the Customer Service team. The Customer Service Team Lead is responsible for monitoring team performance, ensuring compliance with investor and regulatory requirements, supporting quality assurance initiatives, and helping deliver exceptional customer experience. This role serves as a key resource for resolving complex servicing issues, implementing process improvements, and supporting UHC's mission of serving Utah's housing needs through finance and innovation. UHC's mission is to serve Utah's housing needs through finance and innovation. We are guided by core values of integrity, respect, communication, teamwork and collaboration, and growth and development, which shape how we work together and support the communities we serve. We are looking for someone who embodies these values and takes pride in contributing to a purpose-driven organization.

Requirements

Bachelor's degree in Business, Finance, or a related field (equivalent experience may be considered).
Three to five years of experience in mortgage servicing, collections, loss mitigation, or a related mortgage servicing environment.
Excellent verbal and written communication skills.
Strong leadership and implementation abilities.
Proficiency with Microsoft Excel and Word.
Solid understanding of mortgage servicing operations, investor guidelines, and basic accounting and finance principles.
Detail-oriented, analytical, organized, flexible, self-motivated.
Ability to manage multiple priorities while building positive relationships and contributing to a high-performing team.

Nice To Haves

Previous leadership, coaching, or team lead experience is preferred.

Responsibilities

Coordinate daily operations and ensure the team consistently meets service, productivity, quality, and compliance expectations.
Track team performance, facilitate coaching and mentoring, and assist with performance management.
Monitor telephone quality assurance and support the implementation of servicing policies and operational changes.
Foster a collaborative, customer-focused environment that encourages continuous improvement.
Ensure compliance with investor guidelines and regulatory requirements through quality control activities, operational monitoring, and participation in the Compliance Working Group.
Audit customer service activities, monitor department reports and workflow, and identify potential compliance issues.
Respond to internal and external audits, track corrective actions, and support the implementation of policy and process changes.
Assist with preparing operational reports, maintaining procedures, and training staff on new processes.
Coordinate projects and workflow across departments.
Serve as a technical resource for Mortgage Servicing by handling investor loan transfers (FNMA, FHLMC, GNMA, UBS, etc.) and processing repurchased loans.
Resolve escalated borrower concerns through telephone, electronic, and in-person communication.
Conduct homeowner meetings when needed and document customer interactions in MSP.
Respond to inquiries within established service standards.
Audit customer service functions and review/respond to credit disputes through E-Oscar and other communication channels.
Assist with payment and payoff processing and support New Loan Audit and Escrow functions.
Provide backup support for other operational activities.
Partner with the System Administration team on time-sensitive reports and projects.