Customer Service Supervisor

Newrez • Coppell, TX

11d

About The Position

The Supervisor Performing Loan Servicing is responsible for managing the Performing Mortgage Inbound/Outbound Customer Service and Collections functions. This role involves managing a staff of approximately 10-15 employees, providing guidance, leadership, and mentoring to develop their skills. The supervisor will monitor inbound call production and performance, ensure staff meets production expectations, correct errant activity, and track daily results to achieve required levels of production and efficiency. They will also be responsible for meeting department KPIs, addressing employee relations issues, assisting the audit department with account record audits, and monitoring live calls. Additionally, this role involves monitoring auto-dialer campaigns and collectors' manual calling efforts, requiring flexibility in work hours. The supervisor must be a good motivator, self-driven, and willing to do what it takes to get the job done. Cross-training in different departments and monitoring reports for cross-functional areas are also key responsibilities. Collaboration with the WFM Team on phone skills and toll-free numbers, monitoring Paid Time Off (PTO), and sending out daily report updates are also part of the role. Performs related duties as assigned by manager.

Requirements

• High school diploma or equivalent, required.
• 6+ years’ experience in finance, collections, customer service, or a related industry.
• Previous management experience or current participant in our internal management training series.
• 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.
• Must be a good motivator, self-driven, and willing to do what it takes to “get the job done”.
• Must be flexible and able to work different hours/shifts, if needed.
• 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.

Nice To Haves

• Bachelor’s degree, preferred.

Responsibilities

• 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.
• 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.

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: Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.
• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED