New American Funding · 21 hours ago
HELOC Servicing Team Lead
United States
Full-time
Remote
Mid Level
$26/hr - $29/hr
3+ years expNew American Funding is seeking a HELOC Servicing Team Lead to assist the AVP, HELOC Servicing Manager in supervising a team of HELOC Specialists. The role involves training new hires, troubleshooting technical issues, and ensuring call center service levels are maintained while also handling customer escalations and inquiries.
Financial ServicesLendingMortgage
Responsibilities
Train New Hires on:
Phone System
Inbound calls
Outbound dialer (Welcome Calls, Early Delinquency, FEMA)
Email queue management
Troubleshooting
Identify and find solutions as problems come up
Communicate with appropriate parties
IT Help Desk
Phone Help Desk
Servicing Systems Support
Calls/Emails:
Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines
Coaching
Assist new hires with training in systems, learning applications and becoming familiar with available resources
Assist remote employees in Teams chat
Listen to recorded calls
Perform side-by-side monitoring
Reporting
Become proficient in reading reports
Pull and review reporting from Genesys and Reporting Services
Other duties may be assigned
Qualification
Required
High School diploma or equivalent
3-5 years' experience in a call center environment
Expertise in handling inbound calls with a customer service focus
Proficiency in outbound dialing for Welcome and other servicing campaigns
Expertise with MSP and Genesys call center software
Experience working with others onsite and remotely via Microsoft Teams or other similar applications
Ability to perform each essential duty satisfactorily
Ability to lift up to ten pounds
Sufficient physical ability and mobility to work in an office setting
Ability to stand or sit for prolonged periods of time
Ability to occasionally stoop, bend, kneel, crouch, reach, and twist
Ability to lift, carry, push, and/or pull light to moderate amounts of weight
Ability to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard
Ability to verbally communicate to exchange information
Vision: See in the normal visual range with or without correction
Hearing: Hear in the normal audio range with or without correction
Must be able to verify identity and employment eligibility to work in the U.S
Company
New American Funding
New American Funding provides cutting-edge marketing and technology efforts allow us to compete with large banks.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rick Arvielo
Co-Founder and CEO
Jeff Farinich
SVP Technology and Chief Information Security Officer
Recent News
HousingWire.com
2025-12-24
2025-12-22
HousingWire.com
2025-10-29
Company data provided by crunchbase