Team Lead, Collections

United Wholesale Mortgage; Pontiac (MI); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

401k with employer match

Mortgage discount

State-of-the-art fitness center

Medical, dental, vision insurance

Employee discounts

Job summary

United Wholesale Mortgage seeks a Collections Leader to oversee the Collections and SPOC Teams at our Pontiac, MI headquarters. This senior role demands strategic leadership, a customer-focused approach, and deep expertise in mortgage servicing with a strong track record in collections and regulatory compliance.

The role emphasizes developing effective delinquency management, repayment strategies, and recovery efforts while ensuring adherence to FDCPA and applicable laws.

Qualifications

• Bachelor’s degree in Business Administration, Finance, or related field preferred.
• 5+ years in mortgage servicing with at least 3 years in a leadership role managing collections or similar portfolios.
• NMLS licensing is strongly preferred.
• In-depth knowledge of mortgage servicing regulations, including FDCPA and related laws.
• Proven track record in managing and optimizing collections processes, delinquency management, and recovery efforts.
• Strong analytical, leadership, and communication skills; ability to act on complex data.
• Ability to collaborate with legal, compliance, risk management, and customer service teams.

Responsibilities

• Lead and manage the Collections and SPOC Teams, ensuring high performance and adherence to standards.
• Develop and implement strategies to optimize collections processes and recovery efforts.
• Oversee policies to ensure compliance with federal, state, and local regulations.
• Collaborate with cross-functional teams to ensure seamless collections operations.
• Monitor KPIs and report performance; identify areas for improvement.
• Drive continuous improvement to enhance efficiency and customer satisfaction.
• Serve as primary point of contact for escalated collections issues and guidance.
• Stay abreast of industry trends and regulatory changes to maintain best practices.
• Foster a culture of excellence, teamwork, and continuous learning within the team.

Skills

Leadership

Analytical skills

Communication

Problem-solving

Customer-focused approach

Education

Bachelor’s degree in Business Administration/Finance

Tools

Mortgage servicing software

Technology platforms

Job description

The Collections Leader will oversee all aspects of the Collections and Single Point of Contact (SPOC) Teams. This role requires a strategic leader with comprehensive industry knowledge and a proven track record in managing collections and SPOC operations. The ideal candidate will have strong leadership skills, a customer-focused approach, and the ability to drive operational efficiency and compliance.

This position requires 100% on-site attendance at our headquarters in Pontiac, MI.

What You Will Be Doing

• Lead and manage the Collections and SPOC Teams, ensuring high performance and adherence to company and regulatory standards.
• Develop and implement strategies to effectively manage and optimize collections processes, including delinquency management, repayment plans, and recovery efforts.
• Oversee the development and execution of policies and procedures to ensure compliance with federal, state, and local regulations, including FDCPA and other relevant laws.
• Collaborate with cross-functional teams, including legal, compliance, risk management, and customer service, to ensure seamless collections operations.
• Monitor and analyze key performance indicators, reporting on the performance of collections activities and identifying areas for improvement.
• Drive continuous improvement initiatives to enhance operational efficiency, customer satisfaction, and overall portfolio performance.
• Serve as the primary point of contact for escalated issues related to collections, providing expert guidance and resolution.
• Stay abreast of industry trends, regulatory changes, and best practices to ensure the company remains at the forefront of the mortgage servicing industry.
• Foster a culture of excellence, teamwork, and continuous learning within the Collections team.

What We Need From You

• Bachelor’s degree in Business Administration, Finance, or a related field is preferred. 5 or more years of experience in mortgage servicing, with at least 3 years in a leadership role managing collections or similar portfolios.
• NMLS licensing is strongly preferred.
• In-depth knowledge of mortgage servicing regulations, including FDCPA and other relevant federal, state, and local laws.
• Proven track record in managing and optimizing collections processes, including delinquency management and recovery efforts.
• Strong analytical skills and the ability to interpret and act upon complex data and metrics.
• Excellent leadership and team management skills, with a demonstrated ability to inspire and develop high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
• Strong problem-solving skills and the ability to navigate challenging and ambiguous situations.
• Proficiency in mortgage servicing software and technology platforms.

THE PLACE & THE PERKS

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

More Reasons You’ll Love Working Here Include

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

DISCLAIMER

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer.