Team Lead (US Mortgage Back-end)

Extend Your Team

18h • Remote

About The Position

We are reinventing consumer credit by reducing the cost of capital through technology, making it easier for people to tap into their assets. Our first product is a credit card backed by home equity, significantly faster and cheaper than traditional methods. We are a well-capitalized company with a team of experienced executives from top technology and finance firms. Our mission is to lower the cost of capital globally by building the world's first autonomous asset-securing process, advanced risk models, and a seamless customer experience. We are seeking detail-oriented, driven, and empathetic customer experience managers to provide an extraordinary experience to our customers. Our cultural values emphasize depth and rigor of thought, minimalism, and speed of execution.

Requirements

• 2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem, specifically executing back-end loan processing or underwriting tasks.
• Proven expertise in evaluating multi-layered asset and income profiles (e.g., W-2, paystubs, self-employed documentation, etc), to accurately determine qualifying income for automated credit guidelines (i.e. Debt-to-Income (DTI) calculation).
• Strong practical knowledge of BSA/AML guidelines, CIP/KYC Standards, and OFAC regulatory checks; hands-on experience performing backend compliance reviews, including clearing identity discrepancies, PEP matches, name mismatches etc.
• Solid operational understanding of the Flood Disaster Protection Act (FDPA), including the ability to review Standard Flood Hazard Determination Forms (SFHDF), interpret FEMA flood maps.
• Experience in customer-facing roles within financial accounts, demonstrating the ability to assist users/borrowers through complex back-end applications while maintaining absolute precision with sensitive customer financial records.
• Proficient in navigating digital workspace ecosystems, including customer communication hubs (ZenDesk), enterprise task management platforms (Asana), Google Workspace, and internal CRM architectures.
• Uncompromising attention to detail and organizational hygiene. Because we are a highly regulated financial services company, absolute data accuracy and a drive for "zero drift" are mandatory.
• Superb English communication skills (written and verbal), featuring exceptional clarity, fast execution speed, and professional diction.
• Bachelor’s degree or equivalent, verified professional experience in financial services, banking operations, or operational risk management.
• Absolute flexibility to work standard US Pacific Time (PST/PDT) hours: 9:00 AM to 6:00 PM (including a 1-hour midday break).
• Demonstrated experience leading and scaling a high-performing team, managing key operational metrics, driving accountability, and possessing a proven track record of bringing teams to success with high autonomy and agency.

Responsibilities

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools
• Documenting & logging issues (as well as customer compliments & complaints)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
• Leading, mentoring, and managing a team of support specialists to drive operational efficiency and high performance
• Owning team metrics, SLAs, and KPIs, analyzing performance data to identify trends and optimize processes
• Exercising strong agency and initiative to solve complex operational challenges and steer the team toward success
• Drafting, maintaining, and continuously refining rigorous Standard Operating Procedures (SOPs) for income processing and multi-layered asset verification workflows, ensuring zero drift, process scalability, and absolute data accuracy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level