Customer Service Team Lead

Utah Housing Corporation (UHC), located in West Valley City, Utah, is seeking to hire a full-time Customer Service Team Lead to support the Mortgage Servicing Department. This position supports the Customer Service Manager with the department's daily operations while providing leadership, coaching, and technical guidance to the Customer Service team. The Customer Service Team Lead is responsible for monitoring team performance, ensuring compliance with investor and regulatory requirements, supporting quality assurance initiatives, and helping deliver exceptional customer experience.

This role serves as a key resource for resolving complex servicing issues, implementing process improvements, and supporting UHC's mission of serving Utah's housing needs through finance and innovation.

UHC's mission is to serve Utah's housing needs through finance and innovation. We are guided by core values of integrity, respect, communication, teamwork and collaboration, and growth and development, which shape how we work together and support the communities we serve. We are looking for someone who embodies these values and takes pride in contributing to a purpose-driven organization.

This position reports to the Customer Service Manager and is classified as a non-exempt position, and pays between $57,221 and $74,849 annually, based on education and experience. UHC offers a comprehensive benefits package that includes employer contributions to Utah Retirement Systems (URS), PEHP traditional health plans, and a high-deductible health plan with HSA contributions. Additional benefits include dental and vision coverage, flexible spending accounts, group term life and accident insurance, and retirement options including 401(k), 457, IRA, and Roth IRA plans.

Employees also enjoy an onsite fitness center, 30 minutes of paid daily exercise, a convenient onsite market, flexible work hours, and limited remote work opportunities within a supportive, coaching-oriented environment.

The Customer Service Team Lead serves as the department's working lead, partnering with the Customer Service Manager to coordinate daily operations and ensure the team consistently meets service, productivity, quality, and compliance expectations. This position tracks team performance, facilitates coaching and mentoring, assists with performance management, monitors telephone quality assurance, and supports the implementation of servicing policies and operational changes. The Team Lead fosters a collaborative, customer-focused environment that encourages continuous improvement while helping team members meet and exceed departmental goals.

This role is responsible for ensuring compliance with investor guidelines and regulatory requirements through quality control activities, operational monitoring, and participation in the Compliance Working Group. Responsibilities include auditing customer service activities, monitoring department reports and workflow, identifying potential compliance issues, responding to internal and external audits, tracking corrective actions, and supporting the successful implementation of policy and process changes. The position also assists with preparing operational reports, maintaining procedures, training staff on new processes, and coordinating projects and workflow across departments.

The Customer Service Team Lead also serves as a technical resource for Mortgage Servicing by handling investor loan transfers, including FNMA, FHLMC, GNMA, UBS, and other investor portfolios, as well as processing repurchased loans returned to originating lenders. The position provides exceptional customer service by resolving escalated borrower concerns through telephone, electronic, and in-person communication, conducting homeowner meetings when needed, documenting customer interactions in MSP, and responding to inquiries within established service standards.

Additional responsibilities include auditing customer service functions, reviewing and responding to credit disputes through E-Oscar and other communication channels, assisting with payment and payoff processing, supporting New Loan Audit and Escrow functions, and providing backup support for other operational activities. The Team Lead also partners with the System Administration team on time-sensitive reports and projects that support the overall success of the Mortgage Servicing Department.

Qualified candidates should have a bachelor's degree in Business, Finance, or a related field. Equivalent experience may be considered. Candidates should also have three to five years of experience in mortgage servicing, collections, loss mitigation, or a related mortgage servicing environment. Previous leadership, coaching, or team lead experience is preferred. The successful candidate will demonstrate excellent verbal and written communication skills, strong leadership and implementation abilities, proficiency with Microsoft Excel and Word, and a solid understanding of mortgage servicing operations, investor…