Mortgage Lending Contact Center Manager

Job Summary

A company is looking for a Mortgage Lending Contact Center Manager to lead a borrower-facing team in driving loan progress from qualification through approval.

Key Responsibilities

• Lead and mentor a team of Zippy Guide Associates to enhance borrower engagement and improve document collection
• Manage the borrower-side pipeline, ensuring efficiency in document and condition collection while tracking performance metrics
• Oversee daily call center operations, optimizing staffing and productivity to enhance borrower experience

Required Qualifications

• 5+ years of experience in mortgage or consumer lending with a focus on borrower engagement and document collection
• 3+ years of leadership experience, preferably in call center management
• Strong understanding of pipeline management and operational execution in regulated environments
• Highly organized with the ability to identify workflow inefficiencies
• Experience with manufactured housing or chattel loans is a strong plus