CSR - Team Leader (Mortgage Account) | Remote with 25% Differential Pay!
Connext Olongapo Full-time
Req ID: 2151
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 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
- Mid-year Bonus!
- Work from Home!
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.
Responsibilities:
- Lead, coach, and develop a team handling mortgage-related customer support.
- Monitor performance metrics (SLA, CSAT, quality, productivity) and address gaps.
- Conduct coaching sessions, performance reviews, and support hiring and onboarding.
- Handle escalations and ensure high-quality service across phone, email, and chat.
- Collaborate with internal teams to resolve issues and improve workflows.
- Drive process improvements and ensure compliance with policies and regulations.
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.
- Demonstrates strong leadership, coaching, and people management skills.
- Applies analytical and problem-solving skills to improve team performance and processes.
- Demonstrates understanding of mortgage workflows and customer lifecycle.
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