Customer Care Supervisor

Cornerstone Capital Bank•Houston, TX

About The Position

The Customer Care Supervisor role is responsible for leading a world-class customer care team. In addition to supporting their core Customer Care team, this position 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 the concept of continuous improvement and ensure best in call mortgage loan servicing.

Requirements

High School Diploma, GED, or equivalent experience
Minimum 2 + years of leading a Contact Center Team(s)
Minimum 2 + years of experience in mortgage servicing
Minimum 2 + years of experience in Customer Service
2 + years of supervisor experience with leadership abilities
Strong phone etiquette while having a passion for taking care of customer needs with exceptional customer service skills
Strong problem-solving skills with solid analytical skills with the ability to exercise prudent judgment
Exceptional organization and time management a must
Comfortable being a team player
Strong interpersonal skills in addition to verbal/written communication
Ability to work through stressful situations professionally
Attention to detail

Nice To Haves

Bi-lingual skills a plus

Responsibilities

Responsible for reinforcing 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 using positive language skills
Monitor and continually develop assigned team
Engaging with other CHL team members as needed to fully resolve customer inquiries
Ability to identify improvement opportunities both within and outside of the assigned team to mitigate future customer inquiries and improve overall customer experience
Regularly interacts with customers to ensure full and complete resolution of customer inquiries
Continuously improve knowledge base and skill set to ensure maximum level of customer satisfaction and world-class customer experience
Perform other job-duty related issues as assigned