Mortgage Servicing Customer Service Assistant Supervisor

Servion•New Brighton, MN

About The Position

The Mortgage Servicing Customer Service Assistant Supervisor supports the daily operations of the customer service team within the mortgage servicing department. This role assists with supervising staff, monitoring service quality, resolving escalated customer concerns, and ensuring compliance with company policies and mortgage servicing regulations. The ideal candidate is customer-focused, detail-oriented, and experienced in mortgage servicing operations and team leadership.

Requirements

Thorough knowledge of first mortgage real estate lending practices, including federal regulatory requirements, state regulations, agency and Credit Union requirements.
Strong communication skills
Must be able to provide cordial customer service regardless of customer personality, presence or communication style.
Familiarity with AllRegs
Ability to work the days and hours necessary to perform all assigned responsibilities and tasks.
Must be available (especially during business hours and shifts) to communicate with subordinates, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals
Basic Excel, MS Office
A minimum of 2 years' experience in the mortgage industry, preferably in a call center environment.

Nice To Haves

Supervisory experience in a call center environment
Experience with FNMA, GNMA, FHLMC Guidelines

Responsibilities

Assist in supervising and supporting customer service specialists within the mortgage servicing department
Monitor daily workflow, call quality, productivity, and service levels
Assist with providing coaching, training, and feedback to team members
Handle escalated borrower inquiries and resolve complex servicing issues professionally and efficiently
Ensure compliance with federal, state, investor, and company mortgage servicing guidelines
Support implementation of departmental procedures and process improvements
Review customer interactions for accuracy, professionalism, and regulatory compliance
Collaborate with other servicing departments, including escrow, loss mitigation, collections, and payment processing
Prepare reports and maintain documentation related to team performance and operational metrics
Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately.
Explain policies and procedures courteously and patiently.
Use problem solving skills, paired with knowledge of Servion, Inc. Procedures to identify and communicate appropriate, accurate solutions to customers
Perform and explain interest and product-related calculations
Document details in a thorough, accurate manner
Track complaint and customer account maintenance
Meet and exceed customer satisfaction expectations
Maintain working knowledge of systems and applications to research customer inquiries.
All other duties as assigned.