What are the responsibilities and job description for the Customer Service Account Lead position at CornerStone Staffing?
Lead Customer Service Representative
Location Jacksonville, FL | Onsite
Compensation & Schedule
• $29.37/hour
• Monday–Friday, 11:00 AM–8:00 PM EST
Role Impact: The Lead Customer Service Representative (Operations Team Lead) supports the daily performance of the Senior Collections (Single Point of Contact – SPOC) team within a high-volume default call center. This role ensures operational consistency, regulatory compliance, and superior borrower experience in complex delinquency and loss mitigation scenarios. Success is measured by service level performance, team development, compliance accuracy, and resolution outcomes.
Key Responsibilities
• Lead daily SPOC team operations by monitoring queues, pipeline flow, and service level agreements (SLAs)
• Serve as escalation point for complex borrower cases including advanced delinquency, loan modification, short sale, deed in lieu, bankruptcy, and regulatory matters
• Conduct inbound and outbound borrower outreach on escalated accounts, modeling best practices in negotiation and compliant customer communication
• Review account documentation and system notes to ensure accuracy, completeness, and adherence to investor and regulatory standards
• Coach and mentor Senior Collections Specialists through side-by-side support, onboarding assistance, and refresher training
• Partner with leadership to analyze key performance indicators (KPIs), identify trends, and recommend process improvements
• Provide subject matter expertise on investor programs including FHA, VA, FNMA (Fannie Mae), and FHLMC (Freddie Mac)
Minimum Qualifications
• High School Diploma or GED required
• 5 years of mortgage servicing experience with emphasis on SPOC operations, loss mitigation, and advanced collections
• Strong working knowledge of investor guidelines (FHA, VA, FNMA, FHLMC) and federal/state regulations including Fair Debt Collection Practices Act (FDCPA) and U.S.
Bankruptcy Code
Core Tools & Systems
• Mortgage servicing systems
• Microsoft Office Suite
• Queue and workflow management platforms
• KPI reporting and performance tracking tools
Preferred Skills
• Prior experience leading or mentoring within a collections or loss mitigation environment
• Strong analytical and problem-solving abilities in complex borrower scenarios
• Excellent verbal and written communication with a collaborative, team-focused approach
Legal Notice
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from CornerStone and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at: https://www.cornerstonestaffing.com/privacy
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