US Mortgage Backend Team Lead — Fast, Precise & Compliant

Extend Your Team; Makati; On-site; PHP 4,148,000 - 6,063,000; Full time

Job summary

Extend Your Team is seeking a detail‑oriented customer experience manager to support users of a US‑based consumer lending platform. You will handle income verification, compliance checks, and end‑to‑end support workflows, working with Zendesk, CRM tools, and cross‑functional teams.

You will lead a small team to uphold strict SLAs, drive operational efficiency, and ensure data integrity across all customer interactions in PST hours.

Qualifications

• 2+ years of direct experience in a US-based consumer lending or mortgage operations environment.
• Strong knowledge of income profiles and automated credit guidelines (DTI).
• Practical knowledge of BSA/AML, CIP/KYC standards, and OFAC checks.
• Ability to review flood-related documents and interpret FEMA maps.

Responsibilities

• Respond to customer inquiries via Zendesk and other support tools promptly.
• Document and log issues, compliments, and complaints for quality control.
• Guide customers through the application flow when needed.
• Track experiences across online/offline channels using logs and CRM data.
• Lead and mentor a team of support specialists to improve efficiency and performance.
• Own team metrics, SLAs, and KPIs; analyze data to identify trends.
• Develop and refine SOPs for income processing and asset verification workflows.

Skills

US lending

Income verification

KYC/AML

Leadership

English communication

Attention to detail

Operational risk

Education

Bachelor’s degree or equivalent

Tools

ZenDesk

Asana

CRM systems

Google Workspace

Job description

Extend Your Team is seeking a detail‑oriented customer experience manager to support users of a US‑based consumer lending platform. You will handle income verification, compliance checks, and end‑to‑end support workflows, working with Zendesk, CRM tools, and cross‑functional teams.

You will lead a small team to uphold strict SLAs, drive operational efficiency, and ensure data integrity across all customer interactions in PST hours.