This job has expired and you can't apply for it anymore. Start a new search.
Company Name:
Freedom Mortgage
Approximate Salary:

Mount Laurel, New Jersey
United States
Position type:
Experience level:
Education level:

Senior Team Lead - Triggers

Freedom Mortgage

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans

Job ID: 1680
Location: Mt Laurel, NJ
Functional Area: Sales
Department:CCS: Portfolio Retention
Employment Type:Full Time
Relocation Provided: No


The Call Center Team Leader is responsible for overseeing the daily activities of a group Call Center Loan Officers and support staff. This person will be responsible for ensuring the team runs efficiently while achieving and maintaining all established productivity and performance goals. The successful Team Leader achieves client service objectives by preparing and completing action plans; ensuring training currency of all staff supervised; implementing production, quality, and client-service standards; resolving problems; completing quality audits; identifying client service trends; determining system improvements; and implementing change.

The primary purpose of this position is to provide a training ground to develop new Sales Management leaders. This position will increasingly, over time, take on all of the duties of Sales Managers with the ultimate goal being promotion to Sales Manager and an increase of staff under supervision.

Essential Job Functions:
  • Manage a team of approximately 3-5 Loan Officers and support staff.
  • Provide leadership and vision to guide your team to achieve individual and team goals.
  • Ensure team adherence to performance, process, and procedure standards as established by Sales Leadership primarily focused on sales conversion, general productivity, and quality.
  • Confirm all staff under direct supervision have all necessary training and requisite competencies in sales, products, procedures, processes, and technologies/systems.
  • Provide developmental plans to team members as needed to drive improved performance.
  • Maintain a deep understanding of production and activity reports for the team and provide insight and guidance to management regarding strengths, weaknesses, and opportunities.
  • Monitor team members' systems activity to ensure appropriate actions, compliance with corporate and regulatory practices, and data integrity.
  • Facilitate on-boarding of and mentor new Sales and support staff.
  • Responsible for standard management functions pertaining to staff including, but not limited to time management, and shift management.
  • Keep informed of trends, changes and developments mortgage industry.
  • Keep informed of all origination, processing, underwriting and closing requirements for both company and investor guidelines.

Other Related Duties:
  • Maintain a professional image and standards consistent with company policies and procedures.
  • Participate in and contribute to Company training initiatives as needed.
  • Communicate the company's goals and initiatives to team members.
  • Ability to maintain flexible working hours including some late week nights to 10PM EST as well as Saturday hours as needed.
  • Performs other related duties as assigned.
  • Performs other related duties as assigned.

Supervisory Responsibilities:
Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, facilitating hiring and on-boarding, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience:
High School Diploma or GED and one to two years of related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Reasoning Ability:

Ability to solve practical problems and solve a variety of concrete variables in situations where only limited standardizations exists. Ability to intemperate a variety of instructions furnished in written, oral, diagram, or schedule form.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Work Environment:

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Employers Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Freedom Mortgage is a privately held, full-service residential mortgage lender licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands. We are one of the largest and fastest-growing privately held mortgage companies in the country, as well as the #7 lender in the nation. Freedom Mortgage currently services more than $100 billion, and we are a top VA and FHA lender. And we are continuing to grow! Freedom Mortgage is again on the Inc. 5000 list of the nation's fastest growing private firms. This year we ranked #1842; our revenue ranks as the largest in the state of NJ and largest nationwide in the category of Financial Services in 2017.

Freedom Mortgage has over 5300 employees and offices nationwide. Locations include suburban Philadelphia (multiple sites in Southern New Jersey and Fort Washington, PA) and Fishers, IN, two regions where we were named Top Workplaces. We also have large operating centers in Melville, NY; Orlando, FL; San Diego, CA; San Dimas, CA; and Tempe, AZ.

Freedom Mortgage team members enjoy our total rewards program, including excellent benefits, perks, business casual dress, rewards programs, training, development and career opportunities. Community spirit is one of our shared values and Team Freedom Cares is our philanthropic arm helping us get involved in the communities in which we operate. Learn more about us and apply!


More Jobs Like This