LoanCare · 20 hours ago
Customer Service Supervisor - Remote
United States
Full-time
Remote
Senior Level
$52K/yr - $88K/yr
5+ years expLoanCare is a leading full-service mortgage loan subservicer, and they are seeking a Customer Service Supervisor to manage and enhance the performance of their Call Center Teams. The role involves overseeing daily operations, mentoring staff, and ensuring high standards of customer service are met.
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
Qualification
Required
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
Preferred
Bachelor's degree
5 years of supervisory experience, preferably in a call center
Understanding of Home Equity Line of Credit (HELOC) servicing
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.
Company
LoanCare
LoanCare® is a leading provider of full-service mortgage loan subservicing, including special loans, white label, and marketing services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jim Lauter
Chief Financial Officer and Executive Vice President
Suzanne Szymoniak
Chief Compliance Officer, SVP
Company data provided by crunchbase