• Coach, develop, and lead a team of Loss Mitigation Specialists to consistently meet quality and productivity goals. • Deliver timely, constructive feedback and conduct performance reviews, including implementing performance improvement plans when needed. • Monitor daily operations to ensure efficient task allocation and workload balance across channels. • Stay closely connected to frontline operations and represent team needs in cross-functional conversations. • Partner with Product, Legal, Compliance, and Analytics teams to identify operational bottlenecks and drive process improvements. • Analyze performance metrics to uncover root causes of issues and implement scalable solutions. • Identify and communicate trends in borrower feedback to advocate for enhancements across the customer experience. • Contribute to special projects that improve automation, reduce manual workloads, and enhance the borrower journey. • This role offers visibility across multiple operational functions and the opportunity to shape borrower hardship strategy as we scale.