Team Leader, Servicing - Customer Advocate
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
