Mortgage Servicing Customer Care Lead

The Customer Care Supervisor role is responsible for leading a world-class customer care team. They will engage with customers regularly and be proficient in interacting and collaborating with other areas to ensure customer inquiries are fully resolved. They will also lead by example by embracing continuous improvement and ensuring best-in-class service for mortgage loan servicing. We are seeking a Customer Care Supervisor with strong time management skills, organization, good work ethic, and flexibility. What you’ll do: Reinforce confidence in CHL’s ability to provide best-in-class care in mortgage loan servicing by active and effective listening, strong problem‑solving skills, and positive language. Monitor and continually develop the assigned team. Engage with other CHL team members as needed to fully resolve customer inquiries. Identify improvement opportunities within and outside the assigned team to mitigate future customer inquiries and improve overall customer experience. Interact regularly with customers to ensure full and complete resolution of customer inquiries. Continuously improve knowledge base and skill set to ensure maximum customer satisfaction and world‑class experience. Perform other job‑duty related tasks as assigned. What you'll need to be successful: High School Diploma, GED, or equivalent experience. Minimum + years of leading a Contact Center Team(s). Minimum + years of experience in mortgage servicing. Minimum + years of experience in Customer Service. Bi‑lingual skills a plus. + years of supervisor experience with leadership abilities. Strong phone etiquette with a passion for customer service. Strong problem‑solving and analytical skills with the ability to exercise prudent judgment. Exceptional organization and time management. Comfortable as a team player. Strong interpersonal skills, in addition to verbal and written communication. Ability to work through stressful situations professionally. Attention to detail. Benefits: We offer a competitive salary, full benefits package, and a performance‑based bonus dependent upon position and department. #J-18808-Ljbffr Cornerstone Home Lending