Job Description

The Customer Solution Center (CSC) Mortgage TSM 1 manages and develops a team of CSC Mortgage Bankers who support Huntington customers with mortgage-related needs, service requests, and relationship-deepening opportunities. This front-line leader is responsible for colleague development, engagement, and performance, providing coaching, feedback, recognition, and operational support to help colleagues deliver consistent service, resolve customer needs, and achieve sales, quality, and customer experience goals. The CSC Mortgage TSM 1 also serves as a subject matter resource for complex or escalated mortgage situations, ensures team readiness to meet operational, regulatory, and service expectations, and supports onboarding, training, and continuous improvement. This position is considered a Mortgage Loan Originator under the SAFE Act; registration is required.

Duties and Responsibilities:

• Lead, coach, and develop a team of CSC Mortgage Bankers to deliver strong sales, service, quality, and customer experience outcomes.
• Manage all aspects of colleague performance, including onboarding support, communication of updates, coaching, feedback, recognition, and development planning.
• Monitor team performance metrics and use data-driven insights to identify coaching opportunities, process gaps, and actions that support consistent execution.
• Support all CSC Mortgage call types, including overflow volume and high-volume periods, while promoting seamless service delivery across CSC and Lines of Business.
• Serve as a subject matter expert and resource for CSC Mortgage products, servicing expectations, procedures, systems, and customer experience standards.
• Oversee and assist in resolving complex or escalated mortgage customer issues with professionalism, urgency, and attention to risk, compliance, and customer impact.
• Reinforce compliance with Huntington policies, procedures, operational standards, regulatory requirements, and SAFE Act expectations.
• Facilitate regular team huddles, one-on-ones, and communication routines to ensure colleagues understand priorities, updates, expectations, and available resources.
• Collaborate with CSC Development Coordinators, Experience team members, and internal business partners to support training, onboarding, colleague engagement, and continuous improvement efforts.
• Promote Huntington Core Values and Category of One behaviors by fostering a culture of inclusion, accountability, learning, recognition, and care.
• Accurately document coaching conversations, team outcomes, escalations, and operational updates in appropriate CSC systems.
• Participate in special departmental projects and perform other duties as assigned to support CSC Mortgage operations, strategic initiatives, and colleague engagement.

Basic Qualifications:

• High School Diploma or GED
• 1+ years management experience
• 1+ year of Call Center experience

Preferred Qualifications:

• SAFE Act registration required
• Experience in call center management and/or home lending servicing strongly preferred
• Strong understanding of mortgage products, servicing, customer needs, risk considerations, and regulatory expectations
• Demonstrated dependability, professionalism, and sound judgment in a structured, fast-paced environment
• Availability for weekend and holiday rotation coverage to support CSC business needs
• Strong interpersonal skills with the ability to encourage, motivate, and develop others
• Ability to professionally communicate and collaborate across all levels of the organization
• Proficiency in Microsoft Word, Excel, PowerPoint, and CSC systems
• Strong organizational skills, attention to detail, and ability to manage multiple priorities
• Passion for service, colleague success, customer experience, and continuous improvement
• Excellent verbal and written communication skills

Exempt Status: (Yes= not eligible for overtime pay) ( No= eligible for overtime pay)

Yes

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.