Customer Care Supervisor

BSI Financial Services; Irving (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

Disability Coverage

401K with match

PTO + Holidays

Job summary

BSI Financial Services is seeking a Customer Care Supervisor in Irving, TX to manage daily team operations, coach agents, and drive training initiatives. The role entails enforcing regulatory guidelines, approving borrower communications, and resolving escalated issues with professionalism.

You will monitor performance and guide staff on loan-level details. Ideal candidates have 1–2 years in management, 5 years in customer service, and strong PC/Office software proficiency, with knowledge of

Qualifications

• Maintain policy in line with FDCPA, FCRA and CFPB guidelines.
• Approve letters to borrowers or their agents.
• Answer escalated calls and resolve borrower issues professionally.
• Review call monitoring scores and mentor staff.
• Approve time off requests and timecard corrections.
• Provide training on loan level details and processes.

Responsibilities

• Create and/or maintain policy per regulatory guidelines.
• Approve borrower communications and correspondence.
• Respond to escalations and ensure courteous issue resolution.
• Monitor scores and provide employee mentoring.
• Approve leave requests and timecard corrections.
• Direct and train Customer Care agents on loan specifics.
• Ensure compliance with legal and internal policies.
• Assist with special projects as needed.

Skills

Customer Focus

Problem Solving/Analysis

Time Management

Teamwork Orientation

Excellent interpersonal skills

Strong Verbal Communication

Education

1-2 years management experience

5 years Customer Service Experience

Knowledge of Mortgage Loan Servicing

Proficient with Word, Excel, Internet

Proficient with PC

Ability to multi-task, prioritize effectively and efficiently

Tools

Word

Excel

Internet

Job description

Brief Description

Summary/Objective

The Customer Care Supervisor is responsible for the day‑to‑day team management, on‑going training, and mentoring of agents.

Essential Functions

• Create and/or maintain policy in accordance with FDCPA, FCRA, and CFPB guidelines
• Approve letters to be sent to the borrower and/or agent of the borrower
• Answer escalated calls and work to resolve borrower issues in a professional and courteous manner
• Review call monitoring scores and offer employee mentoring
• Approve employee time off requests and timecard corrections
• Provide direction and training to Customer Care agents on loan level details
• Responsible for meeting legal requirements and following internal policies
• Assist with any projects assigned

Competencies/ Skills

• Customer/Client Focus
• Problem Solving/Analysis
• Time Management
• Teamwork Orientation
• Excellent interpersonal skills
• Strong Verbal Communication skills

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type And Expected Hours Of Work

This is a full‑time position. Days and hours of work are Monday through Friday-Hours to be determined. This position does require one Saturday per month, hours vary per site location. Management schedules vary depending on workload and business needs.

Education And Experience

• 1-2 years management experience
• 5 years Customer Service Experience
• Knowledge of Mortgage Loan Servicing
• Proficient with Word, Excel, Internet
• Proficient with PC
• Ability to multi-task, prioritize effectively and efficiently

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What’s in it for you?

• Competitive compensation and full benefits package include medical, dental, and vision.
• 100% company-paid life insurance and disability coverage!
• 401K with company matching!
• 17 days PTO (increases with tenure) and 9 company paid holidays!
• Professional but fun, casual work environment and great team culture!

About BSI Financial

Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible.

BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing

companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.