Team Lead, Client Operations

Job Description

Position Overview

We are seeking a Team Lead, Client Operations to drive team success and oversee daily operational workflows within our dynamic loan-servicing environment. This role perfectly balances people leadership with operational oversight.

• Workflow & Inventory Management: Oversee Tax Payment Verification (TPV) and procurement inventories; prioritize and balance workloads to maintain consistent throughput and eliminate backlog risks.
• Team Leadership & Mentorship: Train, mentor, and monitor the daily and weekly SLA performance of onshore team members and offshore vendors.
• Escalation Resolution: Act as the primary point of contact for complex or time-sensitive TPV and procurement issues, engaging directly with external agencies and third-party stakeholders for resolution.
• Client & Strategic Liaison: Serve as the operational face of the team in client meetings, champion process improvement initiatives, and align daily workflows with broader corporate strategies.

Job Qualifications

• Education & Experience: 6+ years of progressive experience in operations, loan servicing, or client services. High School Diploma or GED required; Bachelor’s degree preferred. Demonstrated experience managing hybrid operational models, including coordinating work across internal teams and offshore vendor partners.
• Leadership & Operations: People Leadership: Proven ability to influence, motivate, train, and mentor team members. Workflow Management: Strong capability to plan, prioritize, and delegate daily team activities under tight timelines. Performance Tracking: Experience managing production queues and compiling performance reports for senior management.
• "Player-Coach" Mindset: Willingness to step into daily processing, handle transaction-level work, and engage external agencies to resolve high-risk exceptions.

Skills & Competencies

• Communication: Exceptional verbal and written skills, with the confidence to lead formal client meetings.
• Organization: Excellent time management skills to balance personal deliverables with team performance metrics.
• Change Management: Strong relationship-building skills with a track record of driving team agility and quality enhancements.

Pay & Benefits

Annual Pay Range: 45,600 - 62,400 USD

Cotality offers a benefits experience designed to support your whole self. Highlights include:

• Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Multiple medical plan options with mental health and wellness support offerings.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• 401(k) with company match and vesting after one year.
• Recognition Rewards, Referral bonuses, exclusive discounts and more!

About Cotality

Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Company Culture

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact.

Equal Opportunity Employer

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law.