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Customer Care Supervisor

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Description

The Customer Care Supervisor is responsible for the oversight and management of customer service/customer care including but not limited to; call center, web services and refinance opportunities.

Essential Job Functions: 

•Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation 
•Assists in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing 
•Helps oversee the borrower website experience 
•Manages day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals 
•Builds effective and strong team committed to delivering world class customer care and achieving organizational goals 
•Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management 
•Develops and implements effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
•Identifies and analyzes escalated problems and provide guidance to team members for resolution 
•Negotiates solutions and acts as a liaison with internal and external customers when necessary


Education and/or Experience

GED/High School required; Associate's degree (A.A.) or equivalent from two-year College or Technical School; or one year to two years related experience and/or training; or equivalent combination of education and experience.
Ability to work a 1PM-10PM shift

•Experience working as a Manager, Supervisor, or Team Lead in a call center atmosphere 
•Ability to coach and develop representatives 
•Ability to lead a team to reach performance objectives and goals 
•Exceptional interpersonal skills
•Availability to work occasional Saturdays 
•Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required
•Detail oriented 
•Experience and/or knowledge of the mortgage industry preferred but not required

 
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