Customer Service Team Lead
About the role
Utah Housing Corporation (UHC), located in West Valley City, Utah, is seeking to hire a full-time Customer Service Team Lead to support the Mortgage Servicing Department. This position supports the Customer Service Manager with the department's daily operations while providing leadership, coaching, and technical guidance to the Customer Service team.
Responsibilities
- Monitoring team performance
- Ensuring compliance with investor and regulatory requirements
- Supporting quality assurance initiatives
- Helping deliver exceptional customer experience
- Serving as a key resource for resolving complex servicing issues
- Implementing process improvements
- Supporting UHC's mission of serving Utah's housing needs through finance and innovation
Requirements
- Bachelor's degree in Business, Finance, or a related field
- Three to five years of experience in mortgage servicing, collections, loss mitigation, or a related mortgage servicing environment
- Previous leadership, coaching, or team lead experience preferred
Qualifications
- Excellent verbal and written communication skills
- Strong leadership and implementation abilities
- Proficiency with Microsoft Excel and Word
- A solid understanding of mortgage servicing operations, investor guidelines, and basic accounting and finance principles
- Detail oriented, analytical, organized, flexible, self-motivated, and able to manage multiple priorities while building positive relationships and contributing to a high-performing team
Skills
- Technical resource for Mortgage Servicing
- Handling investor loan transfers
- Resolving escalated borrower concerns
- Auditing customer service functions
- Reviewing and responding to credit disputes
- Assisting with payment and payoff processing
- Supporting New Loan Audit and Escrow functions
- Providing backup support for other operational activities
- Partnering with the System Administration team on time-sensitive reports and projects
Benefits
UHC offers a comprehensive benefits package that includes employer contributions to Utah Retirement Systems (URS), PEHP traditional health plans, and a high-deductible health plan with HSA contributions. Additional benefits include dental and vision coverage, flexible spending accounts, group term life and accident insurance, and retirement options including 401(k), 457, IRA, and Roth IRA plans. Employees also enjoy an onsite fitness center, 30 minutes of paid daily exercise, a convenient onsite market, flexible work hours, and limited remote work opportunities within a supportive, coaching-oriented environment.