Team Lead (US Mortgage Back-end)

📋 Description

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer
• Documenting & logging issues (as well as customer compliments & complaints)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM
• Leading, mentoring, and managing a team of support specialists to drive operational efficiency and
• Owning team metrics, SLAs, and KPIs, analyzing performance data to identify trends and optimize

🎯 Requirements

• 2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem
• Proven expertise in evaluating multi-layered asset and income profiles (e.g., W-2, paystubs
• Strong practical knowledge of BSA/AML guidelines, CIP/KYC Standards, and OFAC regulatory checks
• Solid operational understanding of the Flood Disaster Protection Act (FDPA), including the ability
• Experience in customer-facing roles within financial accounts, demonstrating the ability to assist
• Proficient in navigating digital workspace ecosystems, including customer communication hubs