Mailroom Team Lead

Mailroom Team Lead

Reprise Financial is on a mission to simplify the financial journey for our customers, making personal loans accessible and transparent. We leverage technology and a customer-first approach to provide fast, reliable personal loans of up to $25,000, ensuring our clients receive the support they need without hidden fees or complex terms. Our commitment to integrity and clarity allows us to foster trust and empower individuals to take control of their finances.

At Reprise Financial, we foster a workplace built on innovation, collaboration, and kindness. Our mission to simplify the financial journey for our customers inspires us to exceed expectations and make a meaningful impact.

We provide the tools, resources, and support for employees to thrive in a dynamic, customer-focused environment. Transparency, continuous improvement, and open communication drive our culture of trust and excellence, where new ideas are valued, and growth is encouraged.

Join Reprise Financial and be part of a team where your contributions are recognized, and you have the opportunity to innovate, grow, and make a positive difference.

About the role

The Mailroom Team Lead oversees the daily operation of Reprise Financial’s mail room, ensuring that all incoming and outgoing mail, customer payments, and sensitive documents are received, processed, and routed accurately, securely, and on time. In addition to performing core mailroom functions, this position serves as the team’s day-to-day lead: assigning and prioritizing work, training and guiding Mailroom Associates, serving as the first point of escalation, and partnering with Loan Accounting, Customer Service, Collections, and Compliance to keep work flowing. This position is responsible for upholding strong controls over payment handling and confidential information to minimize risk and potential losses.

Key Responsibilities

• Lead daily mailroom operations, assigning and prioritizing work across Mailroom Associates to meet same-day processing deadlines and departmental SLAs.

• Train, coach, and support mailroom associates on procedures, quality standards, and controls; provide input to management on performance and development.

• Oversee the receipt, opening, sorting, and logging of all incoming mail, including customer payments (checks, money orders, cashier’s checks) and correspondence.

• Maintain dual control and chain-of-custody procedures for all payments received, ensuring checks are logged, balanced, and delivered or scanned for deposit the same day.

• Identify and route time-sensitive and legal correspondence (e.g., bankruptcy notices, garnishments, subpoenas, disputes, and payoff requests) to the appropriate department promptly.

• Oversee scanning and indexing of incoming documents into the document management system, performing quality checks for accuracy, legibility, and completeness.

• Manage outgoing mail and shipments, including customer letters, paid-in-full letters, payoff quotes, and overnight/courier packages; operate and reconcile the postage meter and shipping accounts.

• Process returned and undeliverable mail, updating records and notifying the appropriate teams so customer information can be corrected.

• Protect customer personal and financial information in accordance with company policy and regulatory requirements, including secure storage, clean desk practices, and secure document destruction.

• Track and report daily mail and payment volumes, turnaround times, and exceptions; recommend process improvements to reduce errors, eliminate redundancies, and increase efficiency.

• Maintain and update mailroom procedures and desk guides, ensuring they reflect current practice and are followed consistently.

• Manage mail room supplies, equipment, and vendor relationships (e.g., USPS, courier, and print/mail vendors), escalating service issues as needed.

• Respond to internal inquiries regarding mail, payments, and shipments within SLAs, and serve as backup to Mailroom Associates during peak volumes or absences.

• Promote a cooperative, accountable, and productive work environment, and provide support to other departments on an as needed basis.

Skills, Knowledge, and Expertise

• 4+ years of experience in mailroom, mail services, or document processing operations, preferably in financial services or a similar regulated industry

• 1+ year of experience in a lead, supervisory, or trainer role preferred

• Experience handling customer payments and checks with strong adherence to controls and audit requirements

• Familiarity with Shaw Retail or a similar loan servicing system preferred

• Experience with postage meters, shipping/courier platforms, and high-volume scanning or imaging equipment

• Working knowledge of Microsoft Office, with intermediate proficiency in Microsoft Excel for volume tracking and reporting

• Exceptional attention to detail and accuracy in a high-volume, deadline-driven environment

• Proven ability to organize and prioritize work for a team, delegate effectively, and adjust quickly to changing volumes

• Excellent communication, organizational, and problem-solving skills, both verbal and written

• Ability to work well with all levels of management and personnel within the organization

• Ability to maintain strict confidentiality and professional demeanor when handling sensitive customer information

• Ability to lift up to 50 lbs. and stand, walk, or sit for extended periods

• Team player with the ability to lead by example in a fast-paced environment

Location

All Reprise Financial team members in this role must be based at our office. We value in-person collaboration and believe that working together in our dynamic environment fosters strong connections and drives innovation. Our office is located in Irving, TX. If you're local and ready to join us, we look forward to welcoming you!

Benefits That Support Your Success

• Stay Healthy & Happy: Comprehensive medical, dental, and vision coverage, contributions to a Health Savings Account (HSA), and access to an Employee Assistance Program (EAP) to support your mental health and overall well-being.

• Secure Your Future: Plan ahead with our 401(k) program, featuring a Safe Harbor Match (100% of the first 3% and 50% of the next 2%).

• Time That Works for You: Recharge with accrued time off, company holidays, sick time, and 3 floating holidays—perfect for celebrating your birthday, your dog’s birthday, or just a random Tuesday!

• Support for Growing Families: Our 12-week Paid Parental Leave ensures you have the time and support to focus on your family during life’s biggest moments.

• Competitive Rewards: Market-driven salary and bonus opportunities ensure your hard work is recognized and rewarded.

• Tools for Success: Stay connected and productive with a robust tech package designed to help you deliver your best every day.

Our Core Values

• Pursue Excellence: We strive for the highest quality, ensuring our tools and services truly aid in our customers’ success.

• Make a Meaningful Impact: We focus on delivering outcomes that genuinely improve financial well-being.

• Commit to Innovation: Our innovative approach keeps us at the forefront of providing effective financial tools.

• Champion the Customer: We prioritize our customers' financial goals, tailoring our tools to meet their unique needs.

• Collaborate with Purpose: Our teamwork drives us to develop superior solutions that empower customers.

• Lead with Kindness: Respect and empathy are central to our operations, creating a supportive environment for success.

Equal Employment Opportunity Employer

At Reprise Financial, we are dedicated to fostering an inclusive community where every individual is valued. We are an Equal Employment Opportunity employer—ensuring that all qualified applicants and employees receive consideration for employment without regard to age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

We believe that diversity strengthens our organization and drives innovation, and we are committed to creating a workplace that reflects the rich variety of our communities.