Mortgage Servicing Contact Center Team Lead

Job Title : Mortgage Servicing Contact Center Team Lead

Primary Location : 4027 Lake Drive, Grand Rapids, MI

Employee Status : Full-time hourly

Estimated Hours / Week : 38 hours per week

Remote : No

About this position :

LMCU is seeking a Mortgage Servicing Team Lead to support Mortgage Servicing leaders in training and leading staff to deliver exceptional customer service in the Contact Center

In this role, you will respond to customer and departmental inquiries regarding the servicing and maintenance of residential mortgage loans not limited to : payments, payoffs, escrow analysis, taxes and insurance, and special loans processes, while analyzing and resolving concerns using established procedures. You will also ensure data integrity within the Servicing System and play a key role in policy and procedure development, as well as Mortgage Servicing reporting. This includes tracking representative and department performance on a monthly and annual basis.

Additionally, you will assist Management in updating policies and procedures to maintain consistent customer communication and service excellence. Your daily responsibilities will include monitoring Contact Center phone coverage and making necessary adjustments to meet departmental SLA’s for speed of answer and abandonment rate, mentor team members on phone performance and member service, handle complex inquiries and member escalations, and disseminate important updates to the team to ensure seamless operations

What you’ll do :

Monitors Contact Center phone staffing levels and adjusts as necessary to ensure adequate coverage of daily duties.

Provides daily, monthly and annual reporting to Managers / Director to identify trends, potential issues, data discrepancies, and to provide details for performance management.

Handles member escalations from staff to ensure appropriate and timely resolution of issues / complaints.

Communicates process, policy, or procedural changes (both current and anticipated) to team regularly and timely.

Coaches team on call quality using established call monitoring criteria

Assists management with monthly one-on-ones providing feedback to staff.

Responsible for new hire mentoring and onboarding process

What You’ll Bring :

3 years of experience in a mortgage contact center or similar customer service environment.

Proven track record of achieving performance goals and driving operational improvements. Strong leadership and team management abilities, with experience in a contact center environment.

In-depth knowledge of mortgage products, loan processing, and industry regulations.

Excellent communication and interpersonal skills to effectively manage and mentor team members.

Strong problem-solving skills and the ability to handle escalated customer issues effectively.

High level of attention to detail and organizational skills to manage multiple tasks and deadlines.

Who We Are :

We’re proud of our past, thrilled with our present, and couldn’t be more excited about our future! Lake Michigan Credit Union has grown to become one of the largest credit unions in the nation with our headquarters in West Michigan. As a credit union, LMCU is a not-for-profit institution, owned by its members, instead of corporate stock holders. We are accountable directly to our members, and they directly share in our success – benefitting by lower and fewer fees, better savings and checking interest rates, lower cost mortgages and a host of other advantages that simply don’t exist at traditional banks. It’s about always doing what’s best and right for our members - it guides everything we do. From friendly, knowledgeable and professional employees who greet you by name, to offering stellar value at every turn, LMCU works for its members.

Working with LMCU you can grow and advance in your career and work with talented teams that help you become better each and every day. As an employee you can have confidence in knowing your work is having an impact by supporting our mission of serving our members’ lifetime financial needs.

You’ll be encouraged to innovate and excel and we're committed to your empowerment as an employee, providing ongoing training, development, support, and opportunities for you to achieve your career goals.

Have additional questions about the role?

You may email us at : If you lack access to the internet or internet connectivity, or have a disability that hinders your ability to apply online, please choose one of the following options to obtain assistance :

Call us at : (616) 242-9790

Mail your resume to : 5664 Prairie Creek Drive, Caledonia, MI 49316 Please

Note : These options are reserved for use by individuals requesting an accommodation as a candidate. Information received via these options will be routed to our HR team, who will provide appropriate assistance to facilitate the completion of LMCU’s online application.