Customer Service Supervisor

This is a fully remote position, open to applicants in Florida, +8 more states.

📋 Description

• Lead, develop, and support a high-performing Customer Service team.

• Ensure outstanding customer experiences, regulatory compliance, and operational excellence within the Servicing organization.

• Coach, mentor, and nurture the development of Customer Service team members.

• Monitor patterns in call volume, customer complaints, and interaction trends.

• Address highly escalated customer inquiries, including those from the CFPB and other regulatory agencies.

• Collaborate with Servicing Management to pinpoint process inefficiencies and system gaps.

• Prepare, analyze, and present monthly metrics related to interactions, volume, performance, and quality.

• Develop, maintain, and refine Key Performance Indicators (KPIs) in alignment with industry best practices and organizational objectives.

• Ensure that customer interactions, correspondence, tasks, and email communications adhere to company policies and regulations.

• Partner with management on workforce planning, forecasting, and staffing analysis.

• Investigate issues, identify root causes, and implement effective solutions.

• Maintain compliance with CFPB, RESPA, GLBA, FDCPA, and other relevant regulations.

• Engage in mortgage industry training, regulatory updates, and professional development.

• Collaborate with Human Resources on matters related to employee relations, performance management, and personnel issues.

• Assess staffing needs and propose process enhancements.

• Lead team meetings and conduct one-on-one coaching sessions.

• Participate in cross-functional initiatives and departmental projects.

• Recruit, interview, and hire Customer Service team members.

• Perform additional duties and projects as assigned.

⛳️ Requirements

• A minimum of 3–5 years of customer service experience is required.

• 3–5 years of mortgage customer service and/or general mortgage experience is preferred.

• An equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered.

• Proficiency in speaking, reading, and writing effectively in English is required.

• Proficiency in Spanish or other languages is an advantage.

• Strong spelling, grammar, and written communication skills are essential.

• Ability to read and comprehend simple instructions, brief correspondence, and memos.

• Capacity to write clear and concise correspondence.

• Ability to effectively present information in one-on-one and small group settings.

• Regular email communication is necessary.

• Must be able to perform all essential job duties satisfactorily.

• Ability to work for extended periods while sitting at a desk and using a computer.

• Must reside in AR, FL, IA, KS, MI, MO, NE, OK, TN, or TX; an in-person/hybrid option is available near a company office.

🏝️ Benefits

• Health, dental, and vision coverage.

• 401(k) with company Safe Harbor contributions.

• Employee Stock Ownership Plan (ESOP).

• Paid time off.

• Paid holidays.

• Life and disability insurance.

• Healthcare advocacy services through HealthJoy.

• A culture that promotes employee success, growth, and ownership.