Customer Service Supervisor

Job Summary

A company is looking for a Customer Service Supervisor to oversee customer service operations and ensure high-quality service delivery.

Key Responsibilities

• Supervise daily operations of the Customer Service call center and monitor team productivity and metrics
• Manage, train, and coach Customer Service Representatives, ensuring compliance with regulations and service levels
• Respond to escalated calls and communicate with other departments to resolve issues efficiently

Required Qualifications

• High school diploma or equivalent required; some college courses preferred
• Minimum five years of experience in mortgage loan servicing in a high-volume call center
• At least two years of supervisory or leadership experience
• Expert-level knowledge of mortgage loan documents and compliance regulations
• Knowledge of Standard Operating Procedures, CFPB, FCRA, and FDCPA preferred