In neighborhoods and communities everywhere, we deliver the promise of home.
Customer Service Supervisor
Location
United States
Posted
75 days ago
Salary
$54K - $65K / year
Seniority
Senior
Job Description
Customer Service Supervisor
Guild Mortgage
• Overseeing and supervising daily operations of the Customer Service call center and ensuring quality service. • Ensuring inbound and outbound calls are handled within agreed upon Service Levels. • Monitoring day-to-day productivity of direct reports and metrics to ensure efficiency. • Managing, training, and coaching employees, setting objectives, and assigning work/projects. • Reviewing, prioritizing and distributing credit and listing lead notifications. • Monitoring metrics for team to maximize productivity, efficiency, and service levels. • Performing Quality Monitoring reviews of Customer Service calls to verify compliance with standards and provide coaching based on review findings. • Responding to escalated calls that cannot be resolved by agents. • Conducting new hire training and identifying areas where additional training is required.
Job Requirements
- High school diploma, or equivalent required.
- Some college courses or equivalent preferred.
- 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.
- Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred.
- 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.
Benefits
- medical
- dental
- vision
- life insurance
- AD&D
- LTD
- 401(k) with employer match
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