Mortgage Customer Service Team Lead, Lake Forest, California

Created 11/22/2020
Reference 126334321
Country United States
State California
City Lake Forest
Zip 92609

loanDepot, America's lender, matches borrowers through technology and high-touch customer care with the credit they need to fuel their lives. We take the responsibility of being the second largest non-bank lender seriously. loanDepot's long term commitment begins at origination continuing with long term support through our in house servicing teams. Our loanDepot servicing division puts our customers first, promotes teamwork & provides our employees with the fuel needed to succeed in their careers. Come join us!

loanDepot We are America's Lender.

Position Summary:

Responsible for leading a team of collection and customer service representatives handling inbound and outbound calls. Manages and monitors workflow for assigned personnel and sets expectations and deadlines to ensure monthly production goals are met. Conducts monthly side?by?sides, reviews and prepares monthly reports, and handles both internal and external escalated situations. Provides superior customer service to customers, as well as internal staff.


  • Leads a team of collections and customer service agents, including training, motivating, and coaching.
  • Handles escalated calls and issues. Coordinates with appropriate internal and external resources to
  • provide resolutions.
  • Conducts monthly side?by?side sessions with staff. Provides coaching and mentoring feedback for
  • growth and developmental opportunity. Provides bi?weekly/monthly reports to management on staff.
  • Acts as the first line of contact for any agent or borrower related questions or escalations.
  • Reviews Quality Assurance scores, assists in monthly coaching sessions, and conducts loan level
  • reviews.
  • Facilitates team meeting and various conference calls. Generates reports as needed.
  • Handles inbound/outbound calls on an as needed basis when proper coverage is required.


  • Bachelor's Degree preferred and a minimum of two (2) + years' experience in loan servicing, including
  • customer service and collections.
  • Experience in the Mortgage industry required.
  • Experience working in MSP required.
  • Bilingual a plus.

The Perks:

  • Competitive compensation reliant on ability & experience.
  • Excellent benefits package including multiple health, dental & vision options.
  • Company paid life and AD&D Insurance, as well as additional voluntary benefit possibilities.
  • 401K with robust company match.
  • 15+ PTO days in addition to 8 paid company holidays.
  • The opportunity to work for America's Lender under the vision of industry legend, Anthony Hsieh.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Employer loanDepot

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