Customer Service Supervisor

Primary Function The Supervisor Performing Loan Servicing is responsible for managing the Performing Mortgage Inbound/Outbound Customer Service and Collections functions. Principal Duties Maintain a staff of approximately 10-15 employees. Provide guidance, leadership, and mentorship to develop and reinforce staff skills and effectiveness. Monitor inbound call production and performance results, ensuring staff stay within defined production expectations (e.g., inbound call loop). Correct errant activity and provide appropriate feedback. Track daily results to ensure required levels of production and efficiency are achieved. Meet all department KPIs (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals). Address employee relations issues with staff as necessary. Assist the audit department by performing random sample audits of account records. Randomly monitor live calls as needed to supplement audit staff efforts. Monitor auto‑dialer campaigns and collectors’ manual calling efforts. Work flexible work hours/shifts as required. Serve as a motivator, self‑driven employee willing to do what it takes to get the job done. Cross‑train in different departments (loan servicing, performing, consumer, etc.). Monitor reports and reviews for cross‑functional areas (loan servicing, inbound, performing, consumer). Work with the WFM team to oversee phone skills and toll‑free numbers. Coordinate paid time off (PTO) monitoring with the work schedule. Monitor daily reports and dispatch daily report updates to the team. Perform related duties as assigned by the manager. Education and Experience Requirements High school diploma or equivalent (required). Bachelor’s degree (preferred). 6+ years’ experience in finance, collections, customer service, or a related industry. Previous management experience or current participation in an internal management training series. Knowledge, Skill, and Ability Requirements Strong managerial skills including organization, communication, and leadership. Ability to train and motivate employees. Ability to manage data to maximize work efforts. Excellent overall computer skills. Short learning curve. Additional Information All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement. All additional duties that may be assigned are at the discretion of the manager and are not exhaustive. The Company reserves the right to modify, add, or remove duties and request other duties as necessary. Company Benefits Medical, dental, and vision insurance Health Savings Account with employer contribution 401(k) retirement plan with employer match Paid maternity leave/parental bonding leave/caregiver leave Adoption assistance Tuition & certification reimbursement Employee mortgage loan program Employee emergency and disaster fund to support team members experiencing hardships Equal Employment Opportunity We are proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Differences make us better. #J-18808-Ljbffr