Team Leader Servicing Customer Advocate
Overview
As Team Leader, you'll lead a team of Customer Advocates at UWM, driving performance, quality, and compliance in mortgage servicing. You'll coach and develop your team, handle escalated calls, and ensure regulatory adherence daily. This role places you at the center of mortgage servicing operations, working with CFPB, RESPA, and FDCPA standards. You'll collaborate with Compliance, Audit, and QC teams to drive process improvements and achieve delinquency resolution.
What You'll Do7
- 1Lead a team of Customer Advocates, coach them on calls, and monitor performance metrics to hit quality and compliance goals.
- 2Provide real-time feedback and mentoring, handling escalated customer interactions and supporting de-escalation.
- 3Perform quality audits on calls and documentation, overseeing remediation and timely completion.
- 4Identify root causes of delinquency and drive resolutions, reporting on team performance.
- 5Ensure adherence to CFPB, RESPA, and FDCPA regulations, partnering with Compliance, Audit, and QC teams.
- 6Analyze team performance data, delivering reports and implementing process improvements.
- 7Support training and development initiatives for your team.
Requirements7
- 1Experience leading or mentoring a team in a servicing or collections environment.
- 22+ years in mortgage servicing, collections, or advocacy, with Loss Mitigation, Bankruptcy, or Foreclosure exposure preferred.
- 3Strong knowledge of the delinquency lifecycle and escalation handling.
- 4Understanding of CFPB, RESPA, and FDCPA regulatory requirements.
- 5Proficiency in Microsoft Office, including Excel and Outlook.
- 6Excellent communication and organizational skills, with multitasking ability.
- 7High school diploma or equivalent; bilingual (Spanish/English) is a plus.
Salary Insight
Salary not disclosed in listing
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