Team Leader, Mortgage Servicing - Customer Advocate

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.