Customer Service Supervisor

CrossCountry Mortgage, LLC • Coppell, TX

7d

About The Position

The Customer Service Supervisor will support RoundPoint Mortgage Servicing LLC. This role combines customer advocacy, team leadership, and operational expertise in customer experience and default servicing. The supervisor leads Customer Service Specialists who provide compassionate, compliant, and solutions-oriented support to homeowners throughout the homeownership journey and during financial hardships.

Requirements

• At least 3 years of supervisory experience in a customer service or call center setting.
• Excellent communication and customer service skills.
• Excellent prioritization and time-management skills.
• Proficiency with Microsoft Office applications.

Nice To Haves

• Collections and loss mitigation experience.
• Experience with MSP and Five9.
• NMLS License under the S.A.F.E. Act of 2008.

Responsibilities

• Hire, train, and develop Customer Service Specialists to deliver excellent service and compliance.
• Coach team members through ongoing feedback, side-by-side support, and performance discussions.
• Track individual and team performance using KPIs, call data, and reporting tools.
• Motivate team members to meet or exceed service, compliance, and performance targets in a call center environment.
• Contribute to process improvement initiatives that improve service efficiency and customer satisfaction.
• Lead the handling of customer inquiries and accounts involving collections, loss mitigation, insurance claims, and bankruptcy, ensuring timely and accurate service.
• Monitor call center metrics, productivity, and service quality; provide feedback and performance coaching as needed.
• Resolve escalated cases in a calm, strategic manner that addresses customer needs and regulatory requirements.
• Ensure compliance with internal policies, investor guidelines, and federal servicing regulations, including CFPB, RESPA, and FDCPA requirements.
• Collaborate with training, escalations, compliance, and other cross-functional departments on service concerns and process improvements.
• Review call trends, data, and service metrics to identify improvement areas and implement targeted solutions.
• Drive continuous improvement through feedback loops, process updates, and customer insights.

Benefits

• Competitive compensation plan for eligible employees.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k).
• Company-provided short-term disability.
• Employee assistance program.
• Wellness program.
• Robust benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed