Team Lead, Customer Care Center – Customer Service
On-site · Mount Laurel, New Jersey, United States
Job Summary
Lead and motivate a team of Customer Care associates in a 100% in-office Mount Laurel, NJ call center. Responsibilities include coaching and mentoring to improve performance, resolving escalated customer calls, logging borrower contacts into the loan servicing system, documenting the mortgage servicing processes to ensure high-quality customer service, and ensuring compliance with laws and regulations governing call centers and mortgage servicing. Training on AI-powered tools and Lean Management System principles will be provided; duties include preparing and reviewing compliance reports, maintaining strong customer service standards, and supporting the department manager with miscellaneous tasks as assigned.
Required Qualifications
- High School Diploma, GED, equivalent certification, or military experience required
- Minimum of four (4) years of experience in collections, customer service or other customer/client interfacing role required
- Two (2) years minimum experience leading a team of Customer Service Representatives in a Call Center environment required
- Bilingual – Spanish/English a plus
Desired Qualifications
- Leadership experience in a call center
- Coaching and development of team members
- Experience handling escalated customer calls
- Familiarity with mortgage servicing or loan servicing systems
- Bilingual Spanish/English a plus
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