Team Lead – US Mortgage Back-end

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer inquiries promptly and efficiently through ZenDesk or other customer support platforms.

• Record and log issues, along with customer compliments and complaints.

• Assist customers in navigating the application process when necessary.

• Monitor customer experiences across both online and offline channels utilizing logs, dashboards, and CRM systems.

• Lead, mentor, and supervise a team of support specialists to enhance operational efficiency and performance.

• Own team metrics, service level agreements (SLAs), and key performance indicators (KPIs); analyze performance data to uncover trends and improve processes.

• Resolve intricate operational challenges and guide the team toward achieving success.

• Create, maintain, and continuously refine standard operating procedures (SOPs) for income processing and multi-layered asset verification workflows.

• Ensure zero process drift, scalability, and complete data accuracy.

• Work on products and processes aimed at lowering the cost of capital for consumers through technology-enabled asset-secured credit.

⛳️ Requirements

• Over 2 years of direct experience in a US-based consumer lending or mortgage operations environment, particularly in back-end loan processing or underwriting roles.

• Demonstrated expertise in evaluating complex asset and income profiles, including W-2s, paystubs, and self-employed documentation, to establish qualifying income for automated credit guidelines and debt-to-income (DTI) calculations.

• Practical understanding of BSA/AML regulations, CIP/KYC standards, and OFAC compliance checks.

• Hands-on experience conducting backend compliance reviews, resolving identity discrepancies, PEP matches, and name mismatches.

• Operational knowledge of the Flood Disaster Protection Act (FDPA), including the review of Standard Flood Hazard Determination Forms (SFHDF) and interpretation of FEMA flood maps.

• Experience in customer-facing positions within the financial sector.

• Proficient with ZenDesk, Asana, Google Workspace, and internal CRM systems.

• Exceptional attention to detail and organizational practices.

• Excellent English communication skills, both written and verbal.

• Bachelor's degree or equivalent verified professional experience in financial services, banking operations, or operational risk management.

• Availability to work from 9:00 AM to 6:00 PM US Pacific Time (PST/PDT), including a 1-hour midday break.

• Proven experience in leading and scaling a high-performing team, managing operational metrics, fostering accountability, and achieving team success with autonomy and initiative.

• Willingness to work within the US timezone.

• Comfortable utilizing a Time Tracking Application.

🏝️ Benefits

• Opportunity for remote work.

• Flexible work schedule aligned with US Pacific Time (PST/PDT).

• 1-hour midday break.

• Time Tracking Application provided for work purposes.