Customer Service Supervisor

LoanCare is hiring a Customer Service Supervisor to lead its customer service call center team. The role oversees daily operations, employee development and performance, customer escalations, and operational controls in mortgage 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

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