Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5f0ve3

**Key Responsibilities/Team Leadership & Performance Management**
- Lead, coach, and manage a team of **6-10 mortgage modification processors**.
- Set clear performance goals and metrics for team members, ensuring accountability.
- Conduct regular one-on-one meetings, performance reviews, and skills development sessions.
- Resolve escalated client and lender issues in a timely, professional manner.
**Workflow Oversight & Compliance**
- Manage the full loan modification process from client intake to final approval, ensuring accuracy and adherence to investor, lender, and regulatory requirements.
- Monitor workloads, deadlines, and productivity to ensure **service-level agreements (SLAs)** are met.
- Maintain compliance with **federal, state, and CFPB guidelines** applicable to foreclosure defense and mortgage assistance.
- Review and approve final packages before submission to lenders.
**Client Experience Management**
- Serve as a point of escalation for client concerns, ensuring high satisfaction and trust.
- Develop scripts, processes, and communication standards for consistent client engagement.
- Coordinate closely with attorneys, compliance teams, and intake departments to ensure smooth client handoffs.
**Cross-Department Collaboration**
- Partner with intake and legal teams to align client expectations with operational capabilities.
- Work with compliance officers to address lender-specific requirements and regulatory updates.




- Report weekly operational metrics to senior leadership.
**Qualifications**
**Required**:
- Minimum **5+ years** in Customer Service with **2+ years in a management role**.
- Ability to learn new concepts - **loss mitigation programs** (FHA-HAMP, Flex Mod, VA, USDA, proprietary mods).
- Proven track record of managing teams in a high-volume, compliance-heavy environment.
- Experience communicating with financial institutions and distressed consumers (homeowners in foreclosure)
- Proficiency in CRM and case management systems (Zoho CRM experience a plus).
- Google Workspace, Ringcentral Phone System a plus.
- Excellent leadership, problem-solving, and conflict resolution skills.
**Preferred**:
- Background in **law firm operations** or **mortgage related organizations**.
- Experience in **process improvement** and **workflow automation**.
- Bilingual (English/Spanish) for improved client communication. C1 English Mandatory
**Why Join Us?**
**BONUS: Case Completion Bonus**
**Remote Work (Northern Mexico Only)** - Work from the comfort of your home with a supportive remote team
**Purpose-Driven Work** - Help real people navigate challenging situations with empathy and professionalism
Tipo de puesto: Tiempo completo, Por tiempo indeterminado
Sueldo: A partir de $8,000.00 a la semana
Incentivos:
- Estacionamiento de la empresa
- Estacionamiento gratuito
- Programa de referidos
Lugar de trabajo: Empleo remoto

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5f0ve3

📌 Customer Service Manager (México)
🏢 CallTree BPO
📍 México