Customer Care Supervisor: Lead, Mentor & Service Excellence

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

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