Customer Service Supervisor

Guild Mortgage Company is a mortgage banking firm dedicated to serving homeowners and buyers. The Customer Service Supervisor oversees daily operations of the Customer Service call center, ensuring compliance with service levels and regulations while managing and coaching employees to deliver excellent service.

Responsibilities:

• Review, prioritize and distribute credit and listing lead notifications to team members daily
• Monitor daily, weekly and monthly metrics for team to maximize productivity, efficiency, and service levels
• Interpret and assign web leads to team members ensuring no duplicates daily
• Ensure all group mailbox inquiries are dispatched to the correct team member and monitor inbox daily
• Compile and send metric reports to management weekly
• Audit lead software reconciliation bimonthly in compliance with finance and department goals
• Contact Loan Officers when all leads are cleared in software system
• Coach and hold team members accountable for performance
• Hire, train, and coach team members
• Ensure Customer Service Representatives manage call volumes in accordance with all applicable regulations and laws; verify optimal service levels are maintained during peak and non-peak hours
• Perform Quality Monitoring reviews of Customer Service calls to verify compliance with telephone standards and investor guidelines; provide coaching, and recognition, based on review findings
• Role model and coach CSRs on how to explore, analyze, and respond to customers’ issues and concerns via phone and through written correspondence
• Respond to escalated calls that cannot be resolved by agents
• Communicate with other departments and management to resolve problems and expedite work
• Track escalated calls, correspondence, complaints and emails in the system until closed
• Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements
• Work with management on customer service initiatives and provide status updates
• Interpret and communicate work procedures and company policies to staff
• Conduct new hire training and identify areas where additional training is required, partner with compliance on rollout training
• Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others
• Perform other duties as assigned

Requirements:

• High school diploma, or equivalent required
• Minimum five years' experience in mortgage loan servicing experience in a high-volume call center
• Minimum two years supervisory or leadership experience
• Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations
• Excellent verbal and written communication skills required
• Passionate about delivering excellence in customer service within a team environment
• Role model patience and professionalism when interacting with consumers
• Strong interpersonal and problem-solving skills
• Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required
• Proficiency with data entry, Microsoft Word, Excel, PowerPoint and Outlook required
• Commitment to company values
• Customer Service - Proactive attention to each person
• Integrity - Do and say what's right
• Respect - Treat others with dignity
• Collaboration - Listen and work together
• Learning - Seek knowledge and strive for improvement
• Excellence – Deliver the unexpected
• Some college courses or equivalent preferred
• Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required