Loan Servicing Customer Service Representative Team Leader

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

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.

Primary Responsibilities

• 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.

Requirements

• 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 best practices, and improve overall team performance.
• Conduct detailed research and analysis to resolve complex issues, identify trends, and support informed decision-making.
• Prepare and deliver topical presentations to enhance team knowledge, communicate process updates, and promote continuous learning.
• Facilitate team huddles to share key information, align priorities, and encourage collaboration and engagement.
• Deliver backup support for callback operations during peak volumes and staffing shortages to maintain service levels and customer satisfaction.
• Collaborate with leadership and team members to drive operational excellence and ensure consistent adherence to policies and procedures.
• Monitor and manage overflow communication flags, escalating issues as appropriate to maintain service levels.

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

50th Percentile:

Incentive Pay Plans:

Location:

Equal Opportunity Employer/including Disabled/Veterans

Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.