Customer Experience Lead - Mortgage Servicing & Compliance

Job Description Posted Monday, May 18, 2026 at 4:00 AM As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions‑oriented support to homeowners navigating through the homeownership journey and/or financial hardships. This role balances customer‑centric leadership with strategic oversight of the customer experience, collections, loss mitigation, and default servicing activities. You will help foster a culture that centers on the customer, drives team performance, and upholds regulatory excellence—ensuring every homeowner receives a fair, respectful, and meaningful experience. Responsibilities Hire, train, and develop a high‑performing team of Customer Service Specialists focused on delivering excellence in both service and compliance Provide ongoing coaching, side‑by‑side support, and feedback sessions to elevate team performance and skill sets. Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement. Track team and individual performance through KPIs, call data, and reporting tools Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment. Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction. Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling. Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed. Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements. Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA Collaborate with cross‑functional departments (training, escalations, compliance) to address service‑related concerns and process improvements. Review call trends, data, and service metrics to identify areas of improvement and implement targeted solutions. Drive continuous improvement through feedback loops, process updates, and customer insights. Qualifications Required: 3+ years of supervisory experience in a customer service or call center setting. Proven leadership skills with the ability to develop talent, coach for results, and foster team morale. High School Diploma or GED required Exceptional verbal and written communication skills with a service‑first approach. Demonstrated ability to resolve customer issues with empathy, clarity, and speed. Ability to work flexible hours, including evenings and weekend, as required. Strong accountability and commitment to delivering both compliance and customer satisfaction. Microsoft Suite Preferred: Mortgage servicing, Collections and loss mitigation College Degree preferred MLO Licensing Experience with MSP and Five9 Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role. Ability to communicate effectively through speech and hearing, both in‑person and over the phone. The employee is required to sit for extended periods of time and is occasionally required to stand and walk. Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents. Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally. Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis. The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present. #J-18808-Ljbffr Two Harbors Investment Corp.