Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.
We are currently looking for a Mortgage Support Team Leader who will be working with Connext's client in the United States of America.
What's in it for you
- Competitive compensation
- Perfect Attendance Bonus
- Life insurance
- HMO Insurance
- Great company culture
- 25% Night Differential
- Annual Increase
What is the job
The Team Leader is responsible in leading a team of customer support representatives assisting borrowers and Mortgage Loan Originators (MLOs) across phone, email, and chat channels. Drives service quality, SLA performance, and operational efficiency while managing escalations and improving customer experience in mortgage operations.
Responsibilities:
- Leads, coaches, and develops a team of customer support representatives handling mortgage-related inquiries.
- Conducts regular 1:1 coaching, performance reviews, and skill development sessions.
- Monitors team performance metrics including SLA, CSAT, quality scores, and productivity.
- Identifies performance gaps and implements coaching and training plans.
- Supports hiring, onboarding, and continuous development of team members.
- Acts as escalation point for complex borrower and loan-related issues requiring deeper investigation.
- Oversees responses across phone, email, and chat channels to ensure timely and high-quality service.
- Ensures consistent and professional communication with borrowers and MLOs.
- Collaborates with underwriting, processing, and closing teams to resolve issues and remove workflow bottlenecks.
- Analyzes recurring issues, customer complaints, and operational inefficiencies.
- Recommends and implements process improvements to enhance customer experience and loan processing timelines.
Qualifications:
- Minimum of four (4) years of customer service experience in mortgage or financial services.
- Minimum of two (2) years of supervisory or team leadership experience.
- Experience supporting borrowers, MLOs, or mortgage-related customers.
