Customer Service Supervisor - Remote

LoanCare

24d • Remote

About The Position

We are seeking to fill the role of Customer Service Supervisor – Remote. The ideal candidate thrives in a fast-paced environment, excels in employee development, and enjoys collaborating with clients and internal business partners to achieve the best outcomes for homeowners.

Requirements

• High School Diploma or equivalent required.
• Understanding of mortgage servicing: escrow, taxes, payment application.
• Must be flexible, organized, and able to effectively manage time to prioritize daily assignments/priorities.
• Proven leadership or managerial experience.
• Expert and proven knowledge of customer service principles and practices.
• Analytical ability to apply data and information to all processes and solutions.
• Ability to provide consistent engagement in customer and brand experience.
• Excellent verbal and written communication skills.
• Excellent interpersonal communication skills.
• Excellent attention to detail and accuracy.
• Excellent analytical ability to detect problems in workflow.
• Ability to work with determination while conducting research and awaiting results.
• Ability to react effectively to change and manage other essential tasks as assigned.
• Ability to multitask while meeting strict timelines and deadlines.
• Ability to troubleshoot complex issues and deliver results quickly.
• Highly advanced mortgage product knowledge required.

Nice To Haves

• Bachelor's degree.
• 5 years of supervisory experience, preferably in a call center.
• Understanding of Home Equity Line of Credit (HELOC) servicing.

Responsibilities

• Supervise the performance of Call Center Teams to ensure Customer Experience Specialists meet or exceed performance standards by reviewing all relevant daily, weekly, and monthly reports.
• Manage daily operations of the customer service team and provide feedback by monitoring all correspondence, including chats and emails.
• Oversee, mentor, advise, and develop Customer Experience Specialists while consistently upholding professional conduct and respect.
• Analyze quality monitoring reports to identify and address employee development opportunities.
• Manage administrative tasks related to Human Resources, including scheduling, processing time off reports, conducting performance reviews, ensuring timecard accuracy, and handling disciplinary actions.
• Ensure thorough and precise documentation of all employee interactions / meetings and records.
• Monitor and manage operational risks by ensuring key controls are effectively implemented.
• Maintain expert knowledge in the Fair Credit Reporting Act guidelines.
• Regularly review and comprehend departmental policies, procedures, training, communications, workflows, performance impacts, and implementation of new processes/strategies affecting the Call Center.
• Handle escalated calls as needed and investigate / resolve customer complaints as applicable,while maintaining accurate reporting logs.
• All other duties as assigned.

Benefits

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Matching 401(k) plan and employee stock purchase plan
• Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees