Mortgage Insurance Servicing & Claims Team Lead in Winston-Salem, North Carolina at Anza Mortgage Insurance Company

Anza MI is a fintech startup using technology and analytics to drive growth & innovation within the US mortgage market.

Anza Mortgage Insurance Corporation is empowering homeownership through credit risk protection.

Our Mission

Our mission is to empower homeownership by mitigating credit risk through mortgage insurance. We strive to leverage technology and operational excellence to deliver exceptional service to our lender and servicer partners, offer reliable and secure capital support for our insureds, generate leading returns for our shareholders, and foster a fulfilling, rewarding environment for our team members.

Technology Forward

We differentiate ourselves by designing, architecting, and developing our operating systems in-house. This unique approach creates a platform tailored to the needs of today's housing market. It positions us to achieve unparalleled processing efficiency and adaptability to changing industry standards and customer demands. Fundamentally, we are a process optimization company that harnesses technology to revolutionize the mortgage insurance experience and fulfill our mission.

Customer Centric

We dedicate ourselves to provide competitive pricing tailored to risk profiles. Our commitment to our partners goes beyond pricing and product offerings. We prioritize a customer-centric approach focused on meeting customer needs and enhancing their experience. This approach is underpinned by transparency throughout the process and prompt issue resolution.

Risk Management Excellence

Risk Management is our foundation. Our risk management framework uses advanced technology, innovative strategies, and modern modeling techniques to manage risks ranging from credit risk to information security risk. Our customers and partners can rely on us to handle their information with the utmost care and responsibility. Our dedication to risk management is designed to reassure our partners about our stability and reliability.

About the role

Provides frontline leadership, subject matter expertise, and operational oversight within the Servicing & Claims Administration function. This role bridges execution and management, ensuring day-to-day performance, quality, and service delivery across the mortgage insurance lifecycle. Responsible for supporting team performance, handling escalations, and ensuring adherence to operational standards while actively contributing to production. The Team Lead also plays a key role in team development, hiring support, and continuous improvement initiatives.

What you'll do

Team Leadership & Execution

• Oversee daily servicing and claims workflows to ensure timely and accurate execution
• Monitor team performance against SLAs, KPIs, and quality standards
• Act as escalation point for complex servicing issues and advanced claims scenarios
• Maintain a player/coach role, actively contributing to production as needed

Performance Management & Coaching

• Provide ongoing coaching, mentorship, and real-time feedback to team members
• Support performance management activities, including goal setting and development planning
• Identify training needs and partner with management to enhance team capabilities

Hiring & Talent Support

• Participate in candidate interviews and provide structured feedback to support hiring decisions
• Assist in onboarding and training of new hires to ensure operational readiness
• Help identify talent gaps and support workforce planning efforts

Operational Oversight

• Ensure adherence to Servicing & Claims policies, procedures, and compliance requirements
• Support audit readiness and assist with internal, external, and SOX audit activities
• Identify operational risks, trends, and process gaps and escalate to management

Continuous Improvement & Collaboration

• Partner with management on process improvements, automation, and system enhancements Support system testing, UAT, and implementation of operational changes
• Collaborate cross-functionally with Underwriting, IT, Compliance, and Finance

Qualifications

• Bachelor’s degree preferred
• 7–12+ years relevant experience
• Prior informal leadership or mentoring experience required
• Deep knowledge of MI servicing and claims lifecycle
• Strong leadership, coaching, and mentoring capabilities
• Advanced problem-solving and decision-making skills
• Ability to manage competing priorities across team and individual work
• Strong communication and conflict resolution skills