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.

Key Responsibilities

• Workflow & Inventory Management: Oversee 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!

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. Cotality maintains a Drug-Free Workplace.