Lead Customer Service Representative

Operations Team Lead

Onsite in Jacksonville, FL | 11:00am-8:00pm EST, Monday-Friday The Operations Team Lead supports the daily operations of the Sr. Collections team by providing hands-on leadership, subject matter expertise, and operational oversight. This role serves as the primary escalation point for complex loss mitigation and delinquency scenarios while guiding team performance, workflow, and quality. In addition to performing escalated loss mitigation activities, the Operations Team Lead partners closely with leadership to ensure adherence to investor, regulatory, and company requirements. This position plays a critical role in coaching and developing Sr. Collections Specialists, driving operational consistency, and contributing to a high-performing, customer-focused loss mitigation environment.

Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to ensure service level agreements and performance objectives are met. Act as the escalation point for complex or sensitive borrower situations, including advanced delinquency resolutions, loss mitigation options, disputed accounts, bankruptcy-related matters, and regulatory or investor concerns. Perform inbound and outbound SPOC customer outreach on escalated accounts, modeling best practices in customer communication, negotiation, and compliance. Partner with leadership to monitor key performance indicators (KPIs), identify trends, and provide insights or recommendations to improve team outcomes and borrower experience. Support onboarding, training, coaching, and mentoring of new and existing Senior Collections Specialists, including side-by-side support and refresher training on systems, policies, and investor guidelines. Serve as a subject matter expert for SPOC processes, investor programs (FHA, VA, Client, FHLMC), and loss mitigation options such as forbearance, loan modification, short sale, and deed in lieu. Review account activity, documentation, and notes to ensure accuracy, completeness, and compliance with regulatory, investor, and company standards. Assist with workflow coordination, daily questions, and issue resolution during supervisor absences or peak volume periods. Contribute to process improvement initiatives, audits, special projects, and operational reviews as assigned.

Skills: Typically requires 5+ years of mortgage servicing experience, with strong emphasis on SPOC, loss mitigation, and advanced collections. Prior experience leading, coaching, mentoring, or acting as a senior resource within a collections or loss mitigation environment preferred. Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices. Strong knowledge of investor guidelines and programs, including FHA, VA, Client, and FHLMC. Working knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and applicable regulatory requirements. Demonstrated ability to handle complex borrower interactions with professionalism, empathy, and strong negotiation skills. Proven leadership, coaching, and mentoring abilities with a collaborative and team-focused approach. Strong analytical skills with the ability to interpret complex account scenarios and make sound recommendations. Excellent verbal and written communication skills with strong active listening and problem-solving capabilities. Exceptional time management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment. Strong attention to detail and commitment to maintaining accurate, compliant documentation. Proficient in Microsoft Office applications and mortgage servicing systems. Ability to communicate effectively and build relationships with team members and stakeholders at all levels of the organization.

Education: High School diploma or equivalent required; some college preferred. Ability to pass Background, Drug Screen and if applicable Medical (i.e. Vision, Hearing, or Physical) if Required by Client. Medical, dental, vision, ancillary coverage and 401k benefits are available.