Collections Team Lead

Job Summary

The Lead Customer Service Representative (Operations Team Lead) plays a critical role in supporting the daily operations of the Senior Collections (SPOC) team. This position provides hands-on leadership, serves as the primary escalation point for complex borrower situations, and ensures operational efficiency, compliance, and high-quality customer service.

The role combines advanced collections expertise, loss mitigation knowledge, and team leadership to drive performance, enhance borrower experience, and maintain adherence to investor and regulatory requirements.

Key Responsibilities

• Lead daily SPOC operations by managing queues, workflows, and team priorities to meet service level agreements (SLAs).
• Act as the escalation point for complex cases, including delinquency, loss mitigation, disputes, and bankruptcy-related matters.
• Handle inbound and outbound customer interactions on escalated accounts, ensuring professionalism, compliance, and effective resolution.
• Monitor key performance indicators (KPIs), identify trends, and recommend process improvements.
• Coach, mentor, and support Senior Collections Specialists through training and ongoing development.
• Serve as a subject matter expert on SPOC processes, investor guidelines, and loss mitigation solutions (forbearance, loan modification, short sale, deed in lieu).
• Review account documentation and activity to ensure accuracy and compliance with regulatory and company standards.
• Assist with workflow coordination and team support during high-volume periods or supervisor absence.
• Participate in audits, special projects, and continuous process improvement initiatives.

• Required Qualifications

  • High School Diploma or GED required; some college preferred.
  • 5+ years of mortgage servicing experience, with a strong focus on:
  • SPOC operations
  • Loss mitigation
  • Advanced collections
  • Prior experience in a leadership, coaching, or senior-level support role preferred.
  • Strong understanding of investor guidelines (FHA, VA, FNMA, FHLMC).
  • Knowledge of Fair Debt Collection laws, U.S. Bankruptcy Code, and regulatory compliance.

• Key Skills & Competencies

  • Strong leadership, coaching, and mentoring abilities
  • Advanced problem-solving and analytical skills
  • Excellent verbal and written communication
  • Customer-focused with strong negotiation skills
  • Ability to manage multiple priorities in a fast-paced environment
  • High attention to detail and organizational skills
  • Proficiency in Microsoft Office and mortgage servicing systems
  • Strong collaboration and stakeholder management skills
  • Active listening and relationship-building capabilities

• Preferred Skills

  • Experience in collections or loss mitigation team leadership
  • Deep knowledge of mortgage servicing workflows and compliance standards
  • Proven ability to improve processes and drive team performance