Customer Service Supervisor, CMS

Carrington Mortgage • Plano, TX

10d • $64,480 - $74,480 • Hybrid

About The Position

Come join our amazing team and work a hybrid schedule! The Customer Service Supervisor will oversee a unit within the Customer Service Department and monitor associate workload and performance to ensure consistent goal achievement. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $64,480.00/yr to $74,480.00/yr plus monthly incentive bonus. What you’ll do: Supervise the entire operation of a unit within the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems. Responsible for ensuring that corporate standards are communicated and consistently applied throughout the unit. Review the unit’s daily productivity report and utilize monitoring systems to effectively evaluate and impact performance. Assist in answering escalated borrower inquiries and answer complex/general questions from team. Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments. Train, educate, assist and motive employees to meet and exceed set performance goals. Create and maintain a motivating and positive working environment. Monitor real time key performance metrics (KPI’s) to ensure proper coverage and identify continuous improvement opportunities. Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities. Perform other duties as assigned.

Requirements

• High school diploma or equivalent work experience.
• Three (3) plus years’ customer service/call center experience in a high-volume telephone contact environment.
• Intermediate MS Office skills.

Nice To Haves

• Two (2) years or more Mortgage Loan Servicing industry experience preferred.

Responsibilities

• Supervise the entire operation of a unit within the Customer Service Department.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Responsible for ensuring that corporate standards are communicated and consistently applied throughout the unit.
• Review the unit’s daily productivity report and utilize monitoring systems to effectively evaluate and impact performance.
• Assist in answering escalated borrower inquiries and answer complex/general questions from team.
• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.
• Train, educate, assist and motive employees to meet and exceed set performance goals.
• Create and maintain a motivating and positive working environment.
• Monitor real time key performance metrics (KPI’s) to ensure proper coverage and identify continuous improvement opportunities.
• Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.
• Perform other duties as assigned.

Benefits

• Comprehensive healthcare plans for you and your family.
• Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees