Lead Customer Service Representative

<p>Lead Customer Service Representative Jacksonville, FL (Onsite) 3-Month Contract JPC - 20340 Solugenix is assisting a client in their search for a Lead Customer Service Representative. This is a 3-month contract opportunity based in Jacksonville, FL (Onsite). The Operations Team Lead supports the daily operations of the Sr. Collections team (also known as Single Point of Contact- SPOC) by providing hands-on leadership, subject matter expertise, and operational oversight. This role serves as the primary escalation point for complex loss mitigation and delinquency scenarios while guiding team performance, workflow, and quality. In addition to performing escalated loss mitigation activities, the Operations Team Lead partners closely with leadership to ensure adherence to investor, regulatory, and company requirements. This position plays a critical role in coaching and developing Sr. Collections Specialists, driving operational consistency, and contributing to a high-performing, customer-focused loss mitigation environment. Qualifications: Typically requires 5+ years of mortgage servicing experience, with strong emphasis on SPOC, loss mitigation, and advanced collections. Prior experience leading, coaching, mentoring, or acting as a senior resource within a collections or loss mitigation environment preferred. Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices. Strong knowledge of investor guidelines and programs, including FHA, VA, FNMA, and FHLMC. Working knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and applicable regulatory requirements. Demonstrated ability to handle complex borrower interactions with professionalism, empathy, and strong negotiation skills. Proven leadership, coaching, and mentoring abilities with a collaborative and team-focused approach. Strong analytical skills with the ability to interpret complex account scenarios and make sound recommendations. Excellent verbal and written communication skills with strong active listening and problem-solving capabilities. Exceptional time management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment. Strong attention to detail and commitment to maintaining accurate, compliant documentation. Proficient in Microsoft Office applications and mortgage servicing systems. Ability to communicate effectively and build relationships with team members and stakeholders at all levels of the organization. Responsibilities: Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to ensure service level agreements and performance objectives are met. Act as the escalation point for complex or sensitive borrower situations, including advanced delinquency resolutions, loss mitigation options, disputed accounts, bankruptcy-related matters, and regulatory or investor concerns. Perform inbound and outbound SPOC customer outreach on escalated accounts, modeling best practices in customer communication, negotiation, and compliance. Partner with leadership to monitor key performance indicators (KPIs), identify trends, and provide insights or recommendations to improve team outcomes and borrower experience. Support onboarding, training, coaching, and mentoring new and existing Senior Collections Specialists, including side-by-side support and refresher training on systems, policies, and investor guidelines. Serve as a subject matter expert for SPOC processes, investor programs (FHA, VA, FNMA, FHLMC), and loss mitigation options such as forbearance, loan modification, short sale, and deed in lieu. Review account activity, documentation, and notes to ensure accuracy, completeness, and compliance with regulatory, investor, and company standards. Assist with workflow coordination, daily questions, and issue resolution during supervisor absences or peak volume periods. Contribute to process improvement initiatives, audits, special projects, and operational reviews as assigned. Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $30/hour to $30/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience. Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. About the Client Our client is one of the world's leading financial services companies based out of Jacksonville, FL. About Solugenix Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge. Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.</p>