Customer Service Supervisor

Two Harbors Investment•Coppell, TX

10d•Onsite

About The Position

As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions-oriented support to homeowners navigating through the homeownership journey and/or financial hardships. This role balances customer-centric leadership with strategic oversight of the customer experience, collections, loss mitigation, and default servicing activities. You will help foster a culture that centers on the customer, drives team performance, and upholds regulatory excellence – ensuring every homeowner receives a fair, respectful, and meaningful experience. Responsibilities Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance Provide ongoing coaching, side-by-side support, and feedback sessions to elevate team performance and skill sets. Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement.Track team and individual performance through KPIs, call data, and reporting tools Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment. Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction.Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling. Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed. Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements. Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA Collaborate with cross-functional departments (training, escalations, compliance) to address service-related concerns and process improvements.Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions. Drive continuous improvement through feedback loops, process updates, and customer insights.

Requirements

3+ years of supervisory experience in a customer service or call center setting.
Proven leadership skills with the ability to develop talent, coach for results, and foster team morale.
High School Diploma or GED required
Exceptional verbal and written communication skills with a service-first approach.
Demonstrated ability to resolve customer issues with empath, clarity, and speed.
Ability to work flexible hours, including evenings and weekend, as required.
Strong accountability and commitment to delivering both compliance and customer satisfaction.
Microsoft Suite

Nice To Haves

Mortgage servicing, Collections and loss mitigation
College Degree preferred
MLO Licensing
Experience with MSP and Five9

Responsibilities

Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance
Provide ongoing coaching, side-by-side support, and feedback sessions to elevate team performance and skill sets.
Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement.
Track team and individual performance through KPIs, call data, and reporting tools
Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment.
Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction.
Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling.
Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed.
Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements.
Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA
Collaborate with cross-functional departments (training, escalations, compliance) to address service-related concerns and process improvements.
Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions.
Drive continuous improvement through feedback loops, process updates, and customer insights.