Team Lead/Assistant Manager - Customer Care (US Mortgage)

Job Summary:

We are seeking a Supervisor for the Customer Research Back Office team, part of U.S. mortgage servicing operations. This role involves overseeing a team that manages borrower inquiries via email and chat, ensuring compliance with mortgage servicing regulations, and driving operational excellence. The supervisor will be responsible for team performance, SLA adherence, process accuracy, and continuous improvement initiatives.

Key Responsibilities:

Supervisory & Leadership:

• Manage day-to-day operations of the Customer Research back-office team.
• Monitor team performance against SLAs and quality standards; implement corrective actions where needed.
• Provide coaching, feedback, and training to associates to enhance skills and compliance awareness.
• Ensure proper workload distribution and queue management for timely resolution of borrower inquiries.
• Conduct regular team huddles and performance reviews; maintain documentation of feedback and progress.
• Collaborate with senior management on process improvements and escalations.

Operational:

• Respond to borrower queries through email and chat in a timely and professional manner (as needed for escalations).
• Oversee inquiries related to loan payments, escrow analysis, property taxes, insurance, payoff quotes, and statements.
• Ensure accurate and compliant information delivery in line with investor guidelines (Fannie Mae, Freddie Mac, FHA, VA).
• Maintain compliance with US mortgage regulations, data security policies, and company SOPs.
• Drive continuous improvement in accuracy, turnaround time, and customer experience.

Required Skills & Qualifications:

Leadership Skills:

• Strong supervisory and people management skills with experience in coaching and performance management.
• Ability to manage escalations and resolve complex borrower issues effectively.
• Proven track record of driving SLA adherence and process compliance.

Technical Skills:

• Proficiency with mortgage servicing systems (Black Knight, FiServ, TEMPO or similar).
• Strong knowledge of Microsoft Office (Word, Excel, Outlook).
• Familiarity with CRM/ticketing tools (JIRA preferred).

Mortgage Knowledge:

• Clear understanding of the loan life cycle: Origination, Servicing, Escrow, Payoff, Default.
• Knowledge of RESPA, TILA, TRID, and CFPB regulations.
• Experience handling escrow analysis, payoff quotes, and loan payment processing.

Core Skills:

• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.
• Ability to prioritize tasks and manage multiple cases under deadlines.

Behavioral Skills:

• Customer-focused approach with empathy and professionalism.
• Ability to adapt to US time zone shifts and dynamic work environments.
• Team player with strong interpersonal skills.

Experience:

• 6-8 years of experience in mortgage servicing back-office operations, with at least 2 years in a supervisory role.