Processing Team Lead

Title 

Processing Team Lead

Overview of Position
Lead and coordinate day-to-day P.O.W.E.R. Team insurance tracking operations across multiple clients, workflows, and special projects while supporting associates, managing service-level priorities, resolving escalated issues, and promoting quality, consistency, and continuous improvement. The P.O.W.E.R. Team Lead provides frontline operational leadership for a specialized team that supports special projects, portfolio reviews, data cleanups, and Insurance Tracking operations when service levels are at risk. The role organizes and monitors daily workflow, assigns work based on business priorities, supports associates with procedural questions and complex issues, and helps ensure quality, productivity, client, regulatory, and service-level expectations are met.

Success in this role requires leadership, sound judgment, strong communication, adaptability, attention to detail, and the ability to balance associate support with changing client, project, and operational priorities.

What will be my duties and responsibilities in this job? 

Team Leadership & Associate Support

• Lead, organize, motivate, and coordinate the day-to-day workflow of associates supporting P.O.W.E.R. Team assignments.
• Promote a positive, collaborative work environment through clear communication, flexibility, accountability, and teamwork.
• Provide real-time guidance, answer procedural questions, and assist associates with complex or escalated issues.
• Monitor workload completion, follow up on open items, and communicate performance, capacity, or resource concerns to the Unit Manager.
• Oversee onboarding, training, cross-training, and knowledge-sharing activities; create or facilitate training as needed.
• Mentor associates and reinforce expectations for quality, productivity, professionalism, and customer focus.

Workflow, Projects & Service-Level Management

• Assign and manage work across multiple clients, functions, work queues, special projects, portfolio reviews, and data cleanup initiatives based on business priorities.
• Monitor daily workflow, deadlines, service-level agreements, and project milestones; adjust assignments or escalate risks when needed.
• Ensure smooth incoming and outgoing work handoffs with complete, accurate documentation and status reporting.
• Assist with processing, research, inbound or outbound activity, and other project work when operational needs require additional support.
• Coordinate with Unit Managers, Team Leads, and business partners to promote consistency and support departmental goals.

Operational Expertise & Issue Resolution

• Act as a subject-matter resource for Insurance Tracking processes, client-specific requirements, and P.O.W.E.R. Team workflows.

• Use applicable systems to research loan, policy, coverage, escrow, document, and transaction information and support issue resolution.

• Review escalated or out-of-scope items, identify procedural conflicts or process gaps, and elevate concerns to the Unit Manager or appropriate partner.

• Provide timely, professional support to clients, associates, insurance agents, carriers, borrowers, and internal partners, as applicable.

• Recognize recurring problem areas and provide clear findings, trends, and recommended actions to leadership.

Quality, Risk & Continuous Improvement

• Monitor quality, productivity, key performance indicators, and work results; address trends and support corrective or preventive actions.
• Ensure work follows corporate, operational, departmental, information-security, regulatory, and client requirements.
• Use knowledge of team performance, procedures, trends, and reporting to recommend process improvements and efficiency gains.
• Assist with developing or revising procedures, standards, job aids, and work methods to improve consistency and accuracy.
• Exercise appropriate judgment and escalate material risks, service-level concerns, or client-impacting issues promptly.

Collaboration & Communication

• Build effective working relationships across P.O.W.E.R., Insurance Tracking, Regulatory Compliance, and partner teams.
• Communicate priorities, expectations, status, risks, and changes clearly and in a timely manner.
• Partner with leadership and cross-functional teams to resolve issues and support successful project execution.
• Demonstrate professionalism in all interactions and adapt effectively as client needs, procedures, systems, and business priorities change.

What are the requirements needed for this position? 

• High school diploma or GED.
• Demonstrated experience leading, motivating, coaching, or developing employees.
• Working knowledge and experience of insurance processing, mortgage servicing, title documents, and related operational workflows.
• Ability to manage deadlines, competing priorities, multiple clients or functions, and changing assignments.
• Intermediate computer skills, including Microsoft Word, Excel, and Outlook.
• Effective written and verbal communication, follow-up, organization, and problem-solving skills.

What other skills/experience would be helpful to have? 

• Two-year degree.
• Two or more years of experience leading, motivating, or developing employees.
• Three or more years of experience in hazard insurance, mortgage banking, insurance tracking, banking, finance, or a related field.
• Experience supporting multiple clients, special projects, portfolio reviews, data cleanup efforts, escalated research, or cross-functional operational assignments.
• Working knowledge of multiple company and client servicing systems.
• Experience monitoring quality, productivity, service-level performance, or key performance indicators.
• Experience developing procedures, job aids, training materials, or process improvements.
• Strong analytical, research, organizational, customer-service, and decision-making skills.

What are the working conditions and physical requirements of this job?  

General office demands  
 

How much should I expect to travel? 

If this position does not require travel, remove this section.  

ENT756 - Processing Team Lead

Job Grade

07

Pay Range:

$20.96 - $34.59

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

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