AVP of Customer Service
Core
Strategic leadership and operational oversight for all facets of Customer Service, Collections, and Default-related call types to ensure exceptional customer experience and operational excellence.
Role type
Senior IC Customer Service Operations Leader (AVP)
Builds
Customer service operations, collections workflows, and default management processes for a distributed retail mortgage lender.
Domain
Mortgage Servicing / Financial Services
Required skills
Call center supervisory/management, Mortgage servicing operations, GSE servicing requirements (FHA, USDA, VA), Performance management, Team leadership, Process optimization, Analytics and reporting, Policy development
Preferred skills
Experience in regulated financial services, Succession planning, Change management, Stakeholder engagement
Technologies
Call center systems, Analytics tools, Reporting platforms
Responsibilities
Lead and develop high-performing teams; Establish and reinforce service standards and professional expectations; Monitor KPIs including service levels, call quality, and collection effectiveness; Analyze performance trends to drive continuous improvement; Oversee departmental policies and procedures; Partner with Quality Assurance, Training, and Compliance.
Seniority
Senior, hands-on IC
