Team Lead – US Mortgage Back-end

Extend Your Team

. Respond to customer queries in a timely and effective manner via ZenDesk or other customer support tools .

Posted 9/30/2026full-timeRemote • PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in consumer lending operations, including back-end loan processing and underwriting, while leading a high-performing team to optimize operational efficiency and ensure compliance with regulatory standards.

Highest-signal resume keywords

Consumer Lending OperationsBack-End Loan ProcessingBSA/AML ComplianceTeam LeadershipZenDesk Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Loan UnderwritingIncome VerificationDTI CalculationRegulatory ComplianceOperational Metrics AnalysisSOP DevelopmentData AccuracyAsset VerificationCustomer SupportPerformance Data Analysis

Soft Skills

Attention to DetailOrganizational SkillsCommunication Skills

Tools & Technologies

ZenDeskAsanaGoogle WorkspaceCRM Systems

Industry Keywords

Consumer LendingMortgage OperationsFinancial ServicesOperational Risk ManagementFlood Disaster Protection ActCIP/KYC StandardsOFAC Regulatory Checks

About the role

Key responsibilities & impact

Respond to customer queries in a timely and effective manner via ZenDesk or other customer support tools
Document and log issues, customer compliments, and complaints
Help customers navigate the application flow when required
Track customer experiences across online and offline channels using logs, dashboards, and CRM systems
Lead, mentor, and manage a team of support specialists to drive operational efficiency and high performance
Own team metrics, SLAs, and KPIs; analyze performance data to identify trends and optimize processes
Solve complex operational challenges and steer the team toward success
Draft, maintain, and continuously refine SOPs for income processing and multi-layered asset verification workflows
Ensure zero process drift, scalability, and absolute data accuracy
Work on products and processes designed to reduce the cost of capital for consumers through technology-enabled asset-secured credit

Requirements

What you’ll need

2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem, specifically executing back-end loan processing or underwriting tasks
Proven expertise evaluating multi-layered asset and income profiles, including W-2, paystubs, and self-employed documentation, to determine qualifying income for automated credit guidelines and DTI calculation
Practical knowledge of BSA/AML guidelines, CIP/KYC standards, and OFAC regulatory checks
Hands-on experience performing backend compliance reviews, including clearing identity discrepancies, PEP matches, and name mismatches
Operational understanding of the Flood Disaster Protection Act (FDPA), including reviewing Standard Flood Hazard Determination Forms (SFHDF) and interpreting FEMA flood maps
Experience in customer-facing roles within financial accounts
Proficiency with ZenDesk, Asana, Google Workspace, and internal CRM architectures
Uncompromising attention to detail and organizational hygiene
Superb English communication skills, written and verbal
Bachelor’s degree or equivalent verified professional experience in financial services, banking operations, or operational risk management
Flexibility to work 9:00 AM to 6:00 PM US Pacific Time (PST/PDT), including a 1-hour midday break
Demonstrated experience leading and scaling a high-performing team, managing operational metrics, driving accountability, and achieving team success with autonomy and initiative
Willingness to work in the US timezone
Comfortable working with a Time Tracking Application

Benefits

Comp & perks

Remote work arrangement
Flexible US Pacific Time (PST/PDT) work schedule
1-hour midday break
Time Tracking Application available/used for work