WHAT YOU WILL BE DOING

Lead, coach, and develop a team of Customer Advocates to achieve performance, quality, and compliance goals
Provide real-time feedback, call coaching, and ongoing mentoring
Handle escalated customer interactions and support de-escalations
Monitor performance metrics and pipeline activity
Perform quality audits on calls and documentation
Oversee remediation and ensure timely completion
Identify root causes of delinquency and drive resolutions
Ensure adherence to regulatory requirements (CFPB, RESPA, FDCPA)
Partner with Compliance, Audit, and QC teams
Analyze team performance and deliver reporting
Identify and implement process improvements
Support training and development initiatives

WHAT WE NEED FROM YOU

Must-Have Qualifications:

Experience leading or mentoring a team
Strong knowledge of mortgage servicing and delinquency lifecycle
Proven escalation handling and problem-solving skills
Strong understanding of regulatory requirements
Excellent communication skills
Strong organizational and multitasking abilities
Proficiency in Microsoft Office
High school diploma or equivalent

Preferred Qualifications:

2+ years in mortgage servicing, collections, or advocacy
Experience with Loss Mitigation, Bankruptcy, or Foreclosure
Quality assurance or audit experience
Bilingual (Spanish/English preferred)

THE PLACE & THE PERKS

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It's all happening on UWM's campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement. It's no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It's at the very heart of how we treat each other, our clients and our community. Whether it's providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life. From the team member that holds a door open to the one that helps guide your career, you'll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you'll be welcomed here. Accepted here. And empowered to Be You Here. More reasons you'll love working here include: Paid Time Off (PTO) after just 30 days Additional parental and maternity leave benefits after 12 months Adoption reimbursement program Paid volunteer hours Paid training and career development Medical, dental, vision and life insurance 401k with employer match Mortgage discount and area business discounts Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court Wellness area, including an in-house primary-care physician's office, full-time massage therapist and hair salon Gourmet cafeteria featuring homemade breakfast and lunch Convenience store featuring healthy grab-and-go snacks In-house Starbucks and Dunkin Indoor/outdoor café with Wi-Fi

DISCLAIMER

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is \"at-will.\" UWM is an Equal Opportunity Employer. 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