Team Leader, Servicing - Customer Advocate

UWM•Pontiac, MI

3d•Onsite

About The Position

The Team Lead, Customer Advocacy is responsible for leading and developing a team of Customer Advocates focused on resolving delinquent loan accounts through proactive engagement, customer-centric solutions, and compliance excellence. This role serves as a bridge between frontline advocacy and leadership by driving performance, managing escalations, ensuring adherence to regulatory requirements, and continuously improving processes to enhance both customer outcomes and operational efficiency. The Team Lead plays a critical role in fostering a culture of accountability, empathy, and high performance while ensuring the team delivers best-in-class customer experiences and prevents unnecessary loan escalation.

Requirements

Experience leading or mentoring a team
Strong knowledge of mortgage servicing and delinquency lifecycle
Proven escalation handling and problem-solving skills
Strong understanding of regulatory requirements
Excellent communication skills
Strong organizational and multitasking abilities
Proficiency in Microsoft Office
High school diploma or equivalent

Nice To Haves

2+ years in mortgage servicing, collections, or advocacy
Experience with Loss Mitigation, Bankruptcy, or Foreclosure
Quality assurance or audit experience
Bilingual (Spanish/English preferred)

Responsibilities

Lead, coach, and develop a team of Customer Advocates to achieve performance, quality, and compliance goals
Provide real-time feedback, call coaching, and ongoing mentoring
Handle escalated customer interactions and support de-escalations
Monitor performance metrics and pipeline activity
Perform quality audits on calls and documentation
Oversee remediation and ensure timely completion
Identify root causes of delinquency and drive resolutions
Ensure adherence to regulatory requirements (CFPB, RESPA, FDCPA)
Partner with Compliance, Audit, and QC teams
Analyze team performance and deliver reporting
Identify and implement process improvements
Support training and development initiatives

Benefits

Paid Time Off (PTO) after just 30 days
Additional parental and maternity leave benefits after 12 months
Adoption reimbursement program
Paid volunteer hours
Paid training and career development
Medical, dental, vision and life insurance
401k with employer match
Mortgage discount and area business discounts
Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
Gourmet cafeteria featuring homemade breakfast and lunch
Convenience store featuring healthy grab-and-go snacks
In-house Starbucks and Dunkin
Indoor/outdoor café with Wi-Fi