Consumer Care Call Center Supervisor (12PM to 9PM M-F) (Troy, MI)

CMG Financial; Troy (MI); On-site; USD 55,000 - 65,000; Full time

Job summary

CMG Financial seeks an On-Site Consumer Care Call Center Supervisor in Troy, MI. This role involves managing a team, ensuring compliance and service quality in mortgage servicing. Candidates should have a strong background in customer service and leadership, with a preference for a relevant Bachelor's degree. The position offers a full-time schedule from 12PM to 9PM, Monday through Friday, in a dynamic environment.

Qualifications

• Minimum 3-5 years of experience in mortgage servicing or call center operations.
• At least 2 years in a supervisory role.
• Strong understanding of mortgage loan processes.

Responsibilities

• Supervise and lead a team of consumer care agents.
• Ensure service quality to borrowers and resolve escalated issues.
• Monitor performance metrics and implement process improvements.

Skills

Leadership

Communication

Problem-solving

Education

Bachelor's degree in finance, business, or related field

Tools

CRM systems

Job description

CMG Financial is hiring an On-Site Consumer Care Call Center Supervisor of the Mortgage Servicing group located in Troy, MI. This is a 2nd shift position whose schedule is 12PM to 9PM Monday through Friday. They must work on-site and are responsible for overseeing the daily operations of the contact center, ensuring that consumer care representatives provide exceptional service to borrowers. This role involves managing staff, monitoring performance metrics, ensuring compliance with company policies and regulatory requirements, and implementing process improvements to enhance contact center team, efficiency and effectiveness.

Shift: 12:00 PM to 9:00 PM Monday through Friday.

Location: 2701 Troy Center Dr., Troy, MI 48084

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

Team Management:

• Supervise and lead a team of consumer care agents, providing guidance, support, and performance feedback.
• Conduct regular team meetings, training sessions, and one-on-one coaching to ensure team members are well-informed and equipped to perform their duties.
• Ensure consumer care agents adhere to all relevant regulations, policies, and procedures.

Customer Service Excellence:

• Ensure the consumer care team delivers consistent, high-quality service to borrowers, addressing their needs and concerns promptly and effectively.
• Handle escalated borrower issues and complaints, collaborating with other departments as necessary.
• Maintain a borrower-centric approach, promoting a positive and supportive experience throughout the mortgage servicing process.

Operational Oversight:

• Oversee daily Consumer Contact Center operations, including call routing, workload distribution, and resource allocation.
• Conduct regular quality assurance reviews to verify the accuracy and completeness of borrower interactions and documentation.
• Monitor Consumer Contact Center performance metrics, identify areas for improvement, and implement corrective actions as needed.

Process Improvement:

• Identify opportunities to enhance the efficiency and effectiveness of call center operations.
• Develop and implement process improvements, leveraging technology and best practices to streamline workflows.
• Monitor industry trends and regulatory changes, ensuring the team remains informed and compliant.

Collaboration and Communication:

• Collaborate with internal departments, including collections, underwriting, and servicing, to facilitate borrower solutions and ensure seamless operations.
• Communicate effectively with team members, management, and external stakeholders to share information and updates.
• Participate in cross-functional projects and initiatives to support overall business objectives.

QUALIFICATIONS AND EXPERIENCE

• Must be able to work on-site at our Servicing Center located in Troy, MI
  • Bachelor's degree in finance, business, or a related field preferred.
  • Minimum of 3-5 years of experience in mortgage servicing, call center operations, or customer service, with at least 2 years in a supervisory role.
  • Strong understanding of mortgage loan processes and servicing.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Proficiency in using CRM systems and other relevant software applications.
  • Detail-oriented with strong analytical and problem-solving skills.
  • Knowledge of regulatory requirements and industry best practices.

WORKING CONDITIONS:

• Full-time position, Monday through Friday 12:00 PM to 9:00 PM
• Consumer Contact Center environment with standard business hours.
• Ability to work in a fast-paced and high-stress environment.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: Yes

PHYSICAL and ENVIRONMENTAL CONDITIONS:

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

COMPENSATION

CMG pays a competitive salary which ranges from $55,000 to $65,000. Factors that affect salary may include: Mortgage Servicing, Call Center Operations and Customer Service experience, overall knowledge of mortgage servicing industry, number of years worked in mortgage industry, computer skills, customer service experience specific to working with mortgage customers, and education.