AVP of Customer Service

CrossCountry Mortgage, LLC•Fort Mill, SC

About The Position

The AVP of Customer Service supports RoundPoint Mortgage Servicing LLC and provides strategic leadership, operational oversight, and performance management across Customer Service. Reporting directly to the VP of Customer Service, this leader advances the department’s strategic vision, drives operational excellence, and ensures consistently exceptional, customer-centric service. The role balances strategic planning with hands-on operational leadership, turning business priorities into actionable plans, measurable results, and lasting improvements. The AVP leads and develops high-performing teams, fostering accountability, professionalism, continuous improvement, and customer advocacy. The role sets expectations for employee conduct, communication, service delivery, and leadership accountability so that customer interactions reflect RoundPoint’s service standards. It oversees Customer Service, Collections, and Default-related call types; monitors performance and service levels; and leads process, workflow, staffing, and technology improvements. The AVP also oversees departmental policies, procedures, operational guidance, and process documentation, ensuring updates are communicated and implemented consistently.

Requirements

At least four years of successful call center supervisory or management experience, with demonstrated progression in leadership responsibility.
Strong background in call center customer service operations, preferably in mortgage servicing or a similarly regulated financial services environment.
Deep understanding of FHA, USDA, VA, and Government-Sponsored Enterprise (GSE) servicing requirements.
Strong knowledge of call center operations, telephony systems, performance management, and loss mitigation processes.
Ability to analyze operational data, identify performance opportunities, develop strategies, and drive measurable results.
Proven ability to lead change, improve processes, and translate strategic priorities into operational execution.
Commitment to customer-centric service, employee professionalism, and consistent accountability for performance and conduct.
Strong leadership, coaching, employee development, and relationship-building capabilities.
Exceptional written and verbal communication skills, including the ability to influence stakeholders, communicate strategic direction, and navigate complex business challenges.
Ability to collaborate across departments, locations, and leadership levels while maintaining a positive, solutions-oriented approach.
Working knowledge of ICE systems, BITB, and Microsoft Office applications.
Ability to adapt to changing business needs, manage competing priorities, and support a growing organization.
Flexibility in scheduling as required by business needs.
Bachelor’s degree in business administration, Management, Finance, or a related field.

Nice To Haves

Lean, Six Sigma, or other process improvement certification.
Experience in Loss Mitigation Operations.
Experience leading multi-site or large-scale call center operations.
Demonstrated success leading strategic initiatives, operational transformations, technology implementations, or customer experience improvement programs.
Experience developing performance management frameworks, leadership accountability practices, and scalable operational processes.

Responsibilities

Champion a customer-centric culture that demonstrates empathy, ownership, and clear, accurate, professional service throughout the customer journey.
Establish and reinforce expectations for professionalism, communication, call handling, issue resolution, and customer experience.
Ensure accountability for service standards, sound judgment, and positive representation of RoundPoint in customer interactions.
Evaluate customer feedback, complaints, quality findings, and interaction trends to improve service, strengthen employee capabilities, and prevent recurring issues.
Partner with Quality Assurance, Training, Compliance, and other stakeholders to identify performance trends, strengthen coaching, and address knowledge or execution gaps.
Drive consistency in customer experience across teams, locations, channels, and servicing functions.
Build, coach, motivate, and develop leaders and teams aligned with RoundPoint’s values and customer-first culture.
Set expectations for leadership ownership, employee development, performance management, and accountability.
Develop leaders’ capabilities in coaching, interpreting performance data, addressing conduct and quality concerns, and delivering sustainable results.
Foster collaboration, transparency, continuous learning, and professional growth while maintaining high execution and results standards.
Identify talent, succession, and development opportunities to strengthen the leadership pipeline and prepare for future growth.
Ensure leaders address performance deficiencies, recognize strong performance, and consistently apply policies, procedures, and performance standards.
Support organizational alignment and change initiatives through communication, stakeholder engagement, leadership development, and transition planning.
Oversee Customer Service, Collections, and Default-related call types to align performance with service levels, business objectives, and investor expectations.
Establish, monitor, and drive accountability for KPIs covering customer experience, service levels, call quality, productivity, collection effectiveness, and operational efficiency.
Analyze performance trends, identify root causes of gaps, and develop strategies to improve and sustain results.
Promote proactive performance management, ensuring leaders own outcomes and implement timely corrective action when expectations are not met.
Use analytics, reporting, and operational insights to inform decisions, prioritize resources, improve performance, and assess departmental initiatives.
Evaluate processes, workflows, staffing models, and controls for efficiency, scalability, consistency, and effectiveness opportunities.
Lead continuous improvement through process optimization, standardization, automation, and thoughtful adoption of emerging technologies.
Oversee the development, maintenance, and execution of departmental policies and procedures, operational guidance, and process documentation.
Ensure updates and department-wide communications are timely and clear, supporting operational alignment, regulatory compliance, leadership awareness, and consistent application of expectations.