Bankruptcy Customer Service Team Lead

Jobgether; United States; Remote; USD 28,000 - 47,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan with employer-m

Employee stock purchase plan

Remote work flexibility

Job summary

Jobgether in the United States seeks a dedicated Customer Service professional to manage mortgage account inquiries during bankruptcy. You will support specialists, verify information, and guide customers through complex mortgage-related questions with accuracy and empathy.

The role emphasizes handling calls, emails, and chats, maintaining precise records, and resolving escalations to ensure positive outcomes for customers in sensitive bankruptcy situations.

Qualifications

• 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.

Responsibilities

• Manage customer interactions related to mortgage accounts in bankruptcy while supporting specialists and ensuring inquiries are handled professionally, accurately, and efficiently.
• 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.

Skills

Customer service

Communication

Problem solving

Attention to detail

Education

High school diploma or equivalent

Job description

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.