Customer Service Supervisor - Remote

LoanCare is a leading full-service mortgage loan subservicer, committed to delivering excellence to its clients. The Customer Service Supervisor will manage the performance of Call Center Teams, oversee daily operations, mentor staff, and handle escalated customer issues to ensure high-quality service delivery.

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

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