Customer Service Supervisor
Core
Lead a team of Customer Service Specialists in delivering compassionate, compliant, and solutions-oriented support to homeowners navigating financial hardships, including collections, loss mitigation, insurance claims, and bankruptcy.
Role type
Senior IC Customer Service Supervisor (Call Center)
Builds
Customer service operations and compliance adherence for mortgage servicing
Domain
Financial Services / Mortgage Servicing
Required skills
Team leadership, hiring and training, performance coaching, KPI tracking, process improvement, regulatory compliance, conflict resolution, data analysis
Preferred skills
Collections and Loss Mitigation experience, MSP and Five9 proficiency, NMLS License
Technologies
MSP, Five9, Microsoft Office
Responsibilities
Hire, train, and develop a high-performing team; Provide ongoing coaching and feedback; Track team and individual performance through KPIs; Motivate team members to exceed targets; Contribute to process improvement initiatives; Lead team in managing customer inquiries related to collections, loss mitigation, insurance claims, and bankruptcy; Monitor call center metrics and quality; Resolve escalated cases; Ensure compliance with federal regulations (CFPB, RESPA, FDCPA); Collaborate with cross-functional departments; Review call trends and implement solutions.
Seniority
Senior, hands-on IC
