Customer Service Supervisor

Newrez LLC•Coppell, TX

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Primary Function The Supervisor Performing Loan Servicing is responsible for managing the Performing Mortgage Inbound/Outbound Customer Service and Collections functions.

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.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and 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.
This individual must be flexible and able to work different hours/shifts, if needed.
Must be a good motivator, self-driven, and willing to do what it takes to “get the job done”.
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
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions