Lead Customer Service Representative
5 days ago
Jacksonville
Job Description Job Title: Lead Customer Service Representative Location: Jacksonville, FL, US Duration: Temp - 3 months Pay Range: 2$30.65/hr (W2) About BCforward BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity. Job Description We are seeking a Lead Customer Service Representative to join our dynamic team. The ideal candidate will have strong experience in mortgage servicing, Single Point of Contact (SPOC) operations, loss mitigation, and advanced collections and a proven ability to lead daily operations, resolve complex borrower escalations, and drive compliant, high-quality outcomes. Responsibilities: • Lead daily SPOC team operations by monitoring queues, pipeline flow, and priorities to meet service level agreements and performance objectives., • Serve as the escalation point for complex or sensitive borrower situations, including advanced delinquency resolutions, disputed accounts, bankruptcy-related matters, and investor or regulatory concerns., • Perform inbound and outbound SPOC outreach on escalated accounts, modeling best practices in customer communication, negotiation, and compliance., • Partner with leadership to monitor KPIs, identify trends, and recommend actions to improve team outcomes and borrower experience., • Support onboarding, training, coaching, and mentoring of Senior Collections Specialists, including side-by-side support and refresher training on systems, policies, and investor guidelines., • Serve as a subject matter expert on SPOC processes, investor programs (FHA, VA, FNMA, FHLMC), and loss mitigation options such as forbearance, loan modification, short sale, and deed in lieu., • Review account activity, documentation, and notes to ensure accuracy, completeness, and compliance with regulatory, investor, and company standards., • Assist with workflow coordination, resolve daily questions, and address issues during supervisor absences or peak volume periods., • Contribute to process improvement initiatives, audits, special projects, and operational reviews as assigned., • Maintain working hours of 11:00 a.m.–8:00 p.m. EST, Monday–Friday. Required Skills & Qualifications: • 5+ years of mortgage servicing experience with emphasis on SPOC, loss mitigation, and advanced collections., • Advanced understanding of SPOC operations, loss mitigation workflows, and collections best practices., • Strong knowledge of investor guidelines and programs, including FHA, VA, FNMA, and FHLMC., • Working knowledge of state and federal Fair Debt Collection laws, U.S. Bankruptcy Code, and applicable regulatory requirements., • Demonstrated ability to manage complex borrower interactions with professionalism, empathy, and negotiation skills., • Proven leadership, coaching, and mentoring abilities with a collaborative, team-focused approach., • Strong analytical skills with the ability to interpret complex account scenarios and make sound recommendations., • Excellent verbal and written communication, active listening, and problem-solving capabilities., • Exceptional time management and organizational skills with ability to manage multiple priorities in a fast-paced environment., • Strong attention to detail and commitment to accurate, compliant documentation., • Proficiency in Microsoft Office and mortgage servicing systems., • Ability to communicate effectively and build relationships with stakeholders at all levels., • Education: High school diploma or equivalent required; some college preferred. Preferred Skills: • Prior experience leading, coaching, mentoring, or serving as a senior resource in collections or loss mitigation.Company DescriptionAbout BCforward: Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally. BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work. BCforward is an equal opportunity employer.About BCforward:\r\n\r\nFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r\n\r\nBCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.\r\n\r\nBCforward is an equal opportunity employer.