Team Lead (US Mortgage Back-end)

Extend Your Team, Metro Manila

The role

WHY JOIN EYT?

What you will do

Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools
Documenting & logging issues (as well as customer compliments & complaints)
Working with customers to help them go through our application flow when required
Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems
Leading, mentoring, and managing a team of support specialists to drive operational efficiency and high performance
Owning team metrics, SLAs, and KPIs, analyzing performance data to identify trends and optimize processes
Exercising strong agency and initiative to solve complex operational challenges and steer the team toward success
Drafting, maintaining, and continuously refining rigorous Standard Operating Procedures (SOPs) for income processing and multi-layered asset verification workflows, ensuring zero drift, process scalability, and absolute data accuracy.

What you need

Core Industry Experience: 2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem, specifically executing back-end loan processing or underwriting tasks.
Technical Income Verification: Proven expertise in evaluating multi-layered asset and income profiles (e.g., W-2, paystubs, self-employed documentation, etc) , to accurately determine qualifying income for automated credit guidelines (i,e. Debt-to-Income (DTI) calculation).
Compliance & Risk Mitigation: Strong practical knowledge of BSA/AML guidelines, CIP/KYC Standards, and OFAC regulatory checks; hands-on experience performing backend compliance reviews, including clearing identity discrepancies, PEP matches, name mismatches etc.
Flood Lifecycle Management: Solid operational understanding of the Flood Disaster Protection Act (FDPA), including the ability to review Standard Flood Hazard Determination Forms (SFHDF), interpret FEMA flood maps.
Blended Support Capacity: Experience in customer-facing roles within financial accounts, demonstrating the ability to assist users/borrowers through complex back-end applications while maintaining absolute precision with sensitive customer financial records.
Fintech & Task Tooling: Proficient in navigating digital workspace ecosystems, including customer communication hubs (ZenDesk), enterprise task management platforms (Asana), Google Workspace, and internal CRM architectures.
Operational Precision: Uncompromising attention to detail and organizational hygiene. Because we are a highly regulated financial services company, absolute data accuracy and a drive for "zero drift" are mandatory.
Communication Mastery: Superb English communication skills (written and verbal), featuring exceptional clarity, fast execution speed, and professional diction.
Educational Baseline: Bachelor’s degree or equivalent, verified professional experience in financial services, banking operations, or operational risk management.
Shift Logistics: Absolute flexibility to work standard US Pacific Time (PST/PDT) hours: 9:00 AM to 6:00 PM (including a 1-hour midday break).
Team Leadership & Management: Demonstrated experience leading and scaling a high-performing team, managing key operational metrics, driving accountability, and possessing a proven track record of bringing teams to success with high autonomy and agency.

Team Lead (US Mortgage Back-end)

The role

What you will do

Team Lead (US Mortgage Back-end)

The role

What you will do

What you need

Monthly Rate: Php110,000 - Php140,000

Our team includes people who have built

Company Mission

Cultural Values

Pay and benefits

About Extend Your Team

About the Client

About the Company

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