Team Lead - Partner Support Specialist

Job Description

Job Description

Job Title: Partner Support Specialist Team Lead

Job Type: Full-Time
Location: Remote

Job Summary:

TLS is seeking a driven and experienced Partner Support Specialist Team Lead to oversee and guide a team of Partner Support Specialists. In this leadership role, you will be responsible for fostering strong relationships with mortgage brokers and lenders, ensuring the accuracy and efficiency of pipeline management, and maintaining operational excellence across all loan products (Conventional, FHA, VA, USDA, NonQM). You will lead by example—supporting team members, removing roadblocks, and ensuring exceptional partner experience from submission to closing.

Key Responsibilities:

• Team Leadership & Mentorship
  Lead, coach, and mentor a team of Partner Support Specialists. Monitor daily workload distribution, set team priorities, and provide ongoing feedback and training to enhance team performance.
• Operational Oversight
  Ensure team adherence to company policies, pipeline management procedures, and regulatory requirements. Monitor key performance metrics and address performance gaps proactively.
• Strategic Relationship Management
  Build and maintain high-level relationships with mortgage brokers, lenders, and internal departments. Serve as an escalation point for complex partner issues and drive resolution to ensure partner satisfaction.
• Process Optimization
  Identify areas for process improvement across the pipeline, including lock management, compliance tool hurdles, and loan condition handling. Implement best practices and standard operating procedures to increase efficiency.
• Training & Development
  Support onboarding and ongoing training for new and existing team members. Collaborate with Sales, Operations, and Broker Support teams to coordinate training initiatives for internal staff and external partners.
• Loan Pipeline Oversight
  Monitor overall team pipeline to ensure timely submissions, condition reviews, and movement toward closing. Proactively manage loan locks, cancellations, and repricing using the pricing engine when necessary.
• Problem Solving & Escalation Support
  Act as the point of contact for elevated partner issues or internal roadblocks. Provide high-level support and facilitate communication between departments to drive timely resolutions.

Qualifications:

• 2+ years of experience in the mortgage industry , with strong exposure to wholesale and/or mini correspondent (non-delegated) lending.
• Proven leadership or team lead experience in a mortgage operations or account management setting.
• In-depth knowledge of Conventional, FHA, VA, USDA, and NonQM loan products.
• Strong communication, coaching, and interpersonal skills.
• Excellent organizational and time management skills with the ability to prioritize under pressure.
• Ability to navigate compliance, pricing tools, and LOS systems effectively (Encompass preferred).
• Proficiency in Microsoft Office Suite and mortgage-related software tools.

What We Offer:

• Competitive salary with leadership-level bonus structure .
• Comprehensive benefits package including health, dental, and retirement plans .
• Leadership development and advancement opportunities within a growing organization.
• A collaborative, inclusive, and performance-driven culture .
• Opportunity to make a direct impact on team performance and partner experience.

TLS is an equal opportunity employer. We value and celebrate diversity and are committed to fostering an inclusive environment for all employees.