Team Lead, Customer Care Center – Customer Service

International Luxury Hotel Association

. Lead and manage a team of up to 14+ Customer Service Coordinators .

Posted 9/23/2026full-timeMount Laurel • New Jersey • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities in managing a team of Customer Service Coordinators while ensuring compliance with mortgage servicing regulations. Possesses a commitment to high-quality customer service and the ability to build relationships within a call center environment.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementMortgage Servicing KnowledgeBilingual - Spanish/EnglishCompliance Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceCollectionsCall Center ManagementMortgage Loan ServicingCompliance Documentation

Soft Skills

CoachingEmpathyRelationship BuildingFlexibilityProfessionalism

Tools & Technologies

Onity TechnologyLoan Servicing SystemPHH Mortgage Servicing System

Certifications & Qualifications

High School DiplomaGEDEquivalent CertificationMilitary Experience

Industry Keywords

Customer RelationsCall Center RegulationsLoss MitigationEscalated Customer CallsPerformance Improvement

About the role

Key responsibilities & impact

Lead and manage a team of up to 14+ Customer Service Coordinators
Coach and develop Customer Care Coordinators
Utilize Onity’s technology, scripting, and loss mitigation experience to achieve strong results
Manage and motivate Customer Care associates
Resolve escalated customer calls
Coach and mentor team members to improve baseline performance and provide friendly, empathetic assistance
Prepare and review compliance reports
Maintain a high level of customer service within the team
Become familiar with customer relations functions and services offered
Ensure all borrower contacts are logged into the loan servicing system
Properly document PHH’s mortgage servicing system
Ensure compliance with laws and regulations governing call centers, mortgage servicing, and collections
Perform miscellaneous job-related duties assigned by the department manager
Follow company policies and procedures

Requirements

What you’ll need

High School Diploma, GED, equivalent certification, or military experience Required
Minimum of four (4) years of experience in collections, customer service or other customer/client interfacing role required
Two (2) years minimum experience leading a team of Customer Service Representatives in a Call Center environment required
Bilingual – Spanish/English a plus
Proven leadership ability
Passionate about providing high quality service
Desire to learn about the mortgage industry and being involved in helping families maintain their homes
Overall knowledge and experience in mortgage loan servicing desirable but not required
Execute and prioritize multiple tasks
Professionalism
Flexible and adaptable to change
Ability to build relationships (respect, trust, consensus)
Encourage and inspire others
Flexibility to work a 40 hour week during call center hours
Must be within commutable distance to the office location in Mount Laurel, NJ
Available to work in the office full time

Benefits

Comp & perks

Competitive benefits
401(k) with company match after 1 year
Paid holidays
2 floating holidays
1 volunteer day per year
19 days of paid time off per year
Tuition assistance
Quarterly “Fun at Work” events
Opportunity for yearly merit increase in compensation
Training on AI-powered tools and workflows used in the contact center
Training on Lean Management System (LMS) principles, including daily huddles, visual management, and continuous improvement practices