Customer Service Supervisor

Who We Are At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance. Primary Function The Supervisor Performing Loan Servicing is responsible for managing the Performing Mortgage Inbound/Outbound Customer Service and Collections functions. Principal Duties Responsible for maintaining a staff of approximately 10-15 employees. Provide guidance and leadership and mentor staff to develop and reinforce skills and effectiveness. Monitor inbound call production and performance results. Ensure staff stays within defined production expectations (e.g., inbound call loop, etc.). Correct errant activity and provide feedback, when appropriate. Track daily results of work efforts to ensure required levels of production and efficiency are achieved. Meet all department KPI’s (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. Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed. Monitor auto‑dialer campaigns and collectors’ manual calling efforts. This individual must be flexible and able to work different hours/shifts, if needed. Must be a good motivator, self‑driven, and 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 the cross‑functional areas (loan servicing, inbound, performing, consumer). Work with WFM Team to oversee phone skills and toll‑free numbers. Monitor Paid Time Off (PTO) for team in coordination with the work schedule. Monitor daily reports and send out daily report updates to the team. Performs related duties as assigned by 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 participant in our internal management training series. Knowledge, Skill, and Ability Requirements Managerial skills including strong organizational, communication, and leadership skills. Ability to train and motivate employees. Ability to manage data to maximize work efforts. Excellent overall computer skills. Short learning curve. Additional Information While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies or states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary. All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement. Why Newrez We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self. 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 The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships Newrez NOW 1 company‑paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception) Matching Gifts Program - dollar‑for‑dollar up to $1,000 Access to grants, nonprofit resources, and volunteer opportunities More than $6,000,000 donated since 2020 1 in 5 employees participates in at least one Employee Resource Group (ERG) Equal Employment Opportunity We're 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. Different makes us better. CA Privacy Policy Information regarding California privacy rights is available upon request. CA Notice at Collection California notice at collection is enforced in compliance with state law. #J-18808-Ljbffr