Loan Servicing Customer Service Representative Team Leader

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At Regions, the Loan Servicing Customer Service Representative Senior serves as back-up support to both internal and external customers with a variety of tasks supporting the Loan Servicing Customer Service team. This position includes coaching of team members and is pivotal in the training and mentoring of new team members.

Provides support to the team and customers by being a Subject Matter Expert Assists management with all aspects of coaching, training, and quality review Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies Coordinates problem resolution with appropriate departments Informs customers of standard procedures or resolution of problems Follows up, either verbally or in writing, to ensure customer satisfaction Resolves escalated customer and associate issues when necessary Conducts fraud and tax-related callbacks in accordance with departmental requirements, ensuring accurate verification, documentation, and resolution of sensitive customer issues Reviews and responds to customer satisfaction surveys and voicemail (VM) feedback, particularly low-rated interactions, to identify service gaps and address concerns Handles overflow communications and flagged items, ensuring timely follow-up, proper documentation, and alignment with established protocols Performs detailed research to resolve complex customer inquiries and provides peer coaching to support knowledge sharing, skill development, and performance improvement across the team Assists in the delivery of topical presentations and team huddles to communicate updates, reinforce key concepts, and promote continuous learning within the team Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices May make periodic calls to existing customers to determine satisfaction with the company, products and services This position requires the tracking of time and is eligible for overtime hours worked in excess of 40 per week under the Fair Labor Standards Act.

High School Diploma or GED Five (5) years of customer service, mortgage, loan servicing or related experience Preferences Leadership experience Mortgage or Loan Servicing experience Skills and Competencies Ability to coach and mentor team members Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance Ability to work in a fast-paced environment Detailed oriented Excellent customer service skills General knowledge of mortgage industry Good verbal and written communication skills Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, ect.) Provide peer coaching and mentorship to support employee development, reinforce