Customer Care Supervisor

Customer Care Supervisor Location: Englewood, CO Work Schedule: 100% On-Site | Monday-Friday, 9:00 AM-6:00 PM MST Industry: Mortgage Servicing | Financial Services | Banking | Customer Experience About the Opportunity: A well‑established financial services organization is seeking a Customer Care Supervisor to lead a team within its customer contact center. This is an excellent opportunity for a strong people leader who is passionate about coaching, mentoring, and delivering an exceptional customer experience. The ideal candidate will have prior contact center leadership experience and a proven ability to develop employees, drive performance, resolve escalations, and identify opportunities for continuous improvement. Experience within banking, mortgage servicing, loan servicing, or financial services is a plus but not required. Key Responsibilities Lead, coach, and develop a team of 7–10 Customer Care Representatives Provide oversight and support for a larger contact center operation of approximately 50 agents Serve as the primary escalation point for complex customer concerns and service issues Monitor employee performance, deliver coaching and feedback, and support career development initiatives Analyze customer interactions and identify process improvement opportunities to reduce future inquiries and enhance customer satisfaction Maintain a customer‑first culture focused on delivering a best‑in‑class service experience Partner with leadership and cross‑functional teams to improve operational efficiency and service quality Track and report on team performance metrics, service levels, and productivity goals Support employee engagement, accountability, and continuous learning initiatives Utilize critical thinking and sound judgment to resolve customer and operational challenges Required Qualifications High School Diploma or GED Minimum 2 years of Contact Center, Call Center, or Customer Service Supervisory experience Leadership experience involving coaching, mentoring, employee development, and performance management Strong customer service and customer escalation management skills Excellent phone etiquette and communication skills Strong analytical, critical thinking, and problem‑solving abilities Highly detail‑oriented with exceptional organizational and time‑management skills Proficiency with Microsoft Excel and other business applications Ability to thrive in a fast‑paced, customer‑focused environment Strong interpersonal and relationship‑building skills Ability to maintain professionalism during high‑volume or stressful situations Preferred Qualifications Mortgage Servicing, Loan Servicing, Banking, Credit Union, or Financial Services experience Previous experience supporting mortgage or consumer lending customers Bilingual Spanish/English Schedule & Work Environment 100% on‑site position in Englewood, CO Monday‑Friday, 9:00 AM-6:00 PM MST One Saturday per month (8:00 AM-12:00 PM MST) When working a Saturday, employees receive a half‑day schedule during the following week During month‑end periods, candidates must be available to work Tuesday and Thursday from 10:00 AM-7:00 PM MST Once fully trained, Saturday shifts and the corresponding half‑day schedule may be worked remotely Business casual dress code What Makes This Opportunity Unique? Established organization with over 40 years of success in the financial services industry Employee‑focused culture with a strong emphasis on customer experience and team development Monthly productivity bonus opportunities averaging $500-$1000 Employee appreciation programs and reward incentives Clear path for long‑term career growth and advancement Budgeted, long‑term position with strong conversion potential to permanent employment Contract to Hire Position This is a Contract to Hire position based out of Englewood, CO. Pay and Benefits The pay range for this position is $26.44 - $31.25/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline This position is anticipated to close on Jul 17, 2026. Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr