Team Leader, Servicing - Customer Advocate

The Team Lead, Customer Advocacy leads and develops a team of Customer Advocates focused on resolving delinquent loan accounts through proactive engagement and compliance excellence. This role serves as a bridge between frontline advocacy and leadership by driving performance, managing escalations, and ensuring adherence to regulatory requirements like CFPB and RESPA. The position involves coaching staff, monitoring metrics, performing quality audits, and implementing process improvements to enhance customer outcomes and operational efficiency.