Job Description

The Team Lead, Customer Advocacy is responsible for leading and developing a team of Customer Advocates focused on resolving delinquent loan accounts through proactive engagement, customer-centric solutions, and compliance excellence. This role serves as a bridge between frontline advocacy and leadership by driving performance, managing escalations, ensuring adherence to regulatory requirements, and continuously improving processes to enhance both customer outcomes and operational efficiency.

The Team Lead plays a critical role in fostering a culture of accountability, empathy, and high performance while ensuring the team delivers best-in-class customer experiences and prevents unnecessary loan escalation.

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. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.