Mortgage Ops Team Lead - Backend & Customer Experience

Extend Your Team

Philippines

Remote

PHP 1,800,000 - 3,000,000

Full time

5 days ago

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Job summary

Extend Your Team is hiring for a Customer Experience Manager to lead a high-performing team delivering fintech support. You will ensure precise handling of income verification, asset checks, and back-end processing while maintaining strict regulatory standards.

The role requires coordinating with cross-functional teams to optimize the user journey and compliance controls. The ideal candidate has 2+ years in US lending operations, strong knowledge of DTI, KYC/AML, and hands-on Zendesk, Asana, and

Qualifications

2+ years in US-based consumer lending or mortgage operations.
Experience evaluating income assets and applying automated credit guidelines.
Strong knowledge of BSA/AML, CIP/KYC, and OFAC checks.
Experience leading a customer support team.
Excellent written and verbal English communication.

Responsibilities

Respond to customer queries via Zendesk or similar tools.
Document and log issues, compliments, and complaints.
Assist customers through the application flow when needed.
Track customer experiences across online and offline channels using logs and CRM.
Lead and mentor a team of support specialists for efficiency and performance.
Own team metrics, SLAs, KPIs; analyze data to identify trends.
Solve complex operational challenges with initiative to drive success.
Maintain SOPs for income processing and asset verification for accuracy.