Onshore Support & Research Team Lead- Homeowner Advocacy- Mortgage Servicing

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

Position Overview

The Team Lead & Onshore Support Coordinator is an experienced Homeowner Advocacy specialist who serves both as a subject matter expert and as a liaison between onshore leadership and offshore delivery teams. This role blends advanced complaint‑handling expertise with cross‑team coordination, research support, and process guidance. The ideal candidate has mastered complex homeowner issues, communicates effectively across cultures, and supports both peers and leadership through coaching, issue resolution, and operational alignment.

This individual maintains their core workload while taking on expanded responsibilities such as training, escalations, research, and cross‑department collaboration. They demonstrate strong organizational skills, cultural awareness, and a proactive, solutions‑oriented mindset—positioning them for future leadership opportunities.

Key Responsibilities

Team Support & Leadership

• Coach team members on prioritization, regulatory deadlines, and quality expectations.

• Assist with workload balancing and reallocation to maintain efficiency.

• Serve as a subject matter expert for policies, procedures, worklists, and quality standards.

• Review letters and deliverables for accuracy, compliance, and clarity; provide guidance to newer associates.

• Support management in monitoring performance, including quality, productivity, job knowledge, and attendance.

• Handle escalated or complex homeowner complaints with professionalism and accuracy.

Onshore- Offshore Coordination

• Clarify requirements, processes, and expectations to support alignment across global teams.

• Provide context for onshore workflows, tools,