Bankruptcy Customer Service Team Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bankruptcy Customer Service Team Lead based in the United States.

We are seeking an experienced, customer-focused professional to support homeowners navigating mortgage servicing matters during active and inactive bankruptcy proceedings. In this role, you will handle complex customer inquiries, provide clear information about mortgage accounts, and help resolve concerns with accuracy and empathy. You will also serve as a key resource for customer service specialists, assisting with calls and managing escalated situations. Working in a fast-paced mortgage servicing environment, you will investigate account issues, identify root causes, and coordinate effective resolutions. Your ability to balance customer care, regulatory sensitivity, and operational efficiency will help maintain a high standard of service. This opportunity is ideal for someone with strong bankruptcy or mortgage industry experience who enjoys solving problems and supporting a collaborative team.

Accountabilities

You will manage customer interactions related to mortgage accounts in bankruptcy while supporting specialists and ensuring inquiries are handled professionally, accurately, and efficiently. Your responsibilities will include:

• Handle inbound calls from customers with active or inactive bankruptcy cases.

• Verify customer information and communicate effectively through telephone, email, and chat.

• Provide accurate information and assistance regarding mortgage products, services, and account matters for customers in active bankruptcy.

• Gather and evaluate relevant information to respond to inquiries, investigate complaints, and determine appropriate resolutions.

• Maintain accurate customer records by updating account information and documenting interactions.

• Research and resolve customer questions related to escrow trial and final analyses.

• Identify the root causes of customer concerns and explain appropriate solutions in a timely and clear manner.

• Assist Bankruptcy Customer Service Specialists with customer calls and provide guidance when needed.

• Manage escalated calls professionally, addressing customer concerns and working toward effective resolutions.

• Communicate with Customer Service Representatives and Supervisors to coordinate responses and resolve outstanding issues.

• Review and analyze customer inquiries received by phone or through written correspondence.

• Direct requests and unresolved issues to the appropriate internal resource when additional support is required.

• Contribute to overall team performance by supporting daily operational needs and completing related assignments.

• Perform other duties as assigned.

Requirements

The ideal candidate brings a strong background in customer service and mortgage-related operations, along with practical bankruptcy experience and the ability to manage sensitive customer situations. The following qualifications are expected:

• High school diploma or equivalent required.

• At least 4 years of experience in a customer service call center environment.

• At least 3 years of experience in bankruptcy, loss mitigation, collections, or foreclosure.

• General knowledge of the mortgage lending and servicing industry.

• Strong customer service and communication skills, with the ability to handle complex inquiries professionally and empathetically.

• Excellent organizational skills and the flexibility to manage and prioritize daily assignments in a fast-paced environment.

• Strong analytical and problem-solving abilities, including the capacity to identify workflow issues and recommend improvements to management.

• Project management skills and the ability to coordinate tasks effectively.

• Attention to detail and commitment to maintaining accurate customer records and delivering reliable information.

• Ability to manage escalated customer interactions and work collaboratively with specialists, representatives, supervisors, and other internal teams.

• Flexibility to work early, late, or weekend hours when necessary, with overtime as required.

Benefits

• Hourly compensation ranging from $20.43 to $34.28, depending on qualifications, skills, and experience.

• Optional medical, dental, and vision insurance.

• Optional life and disability insurance.

• Paid holidays, vacation, and sick leave.

• 401(k) retirement plan with employer matching.

• Employee stock purchase plan.

• Access to mental health resources, including complimentary Calm memberships.

• Wellness initiatives supporting physical and emotional well-being.

• Employee recognition programs celebrating achievements and milestones.

• Discounts on gym memberships, pet insurance, and employee purchasing programs.

• Tuition reimbursement to support continued education and professional development.

• Remote work flexibility and virtual employee engagement opportunities.

• A supportive work environment with opportunities for career growth and meaningful contributions to the mortgage servicing industry.