Customer Experience & Compliance Supervisor

TWO; Coppell (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists focused on compassionate, compliant support for homeowners navigating financial hardship.

The role balances customer experience leadership with oversight of collections, loss mitigation, and default servicing activities, fostering a culture centered on customers and regulatory excellence.

Qualifications

• 3+ years of supervisory experience in a customer service or call center setting.
• Proven leadership skills with the ability to develop talent, coach for results, and foster team morale.
• High School Diploma or GED required.
• Exceptional verbal and written communication skills with a service-first approach.
• Demonstrated ability to resolve customer issues with empathy, clarity, and speed.
• Ability to work flexible hours, including evenings and weekends.
• Microsoft Suite proficiency.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists focused on service and compliance.
• Provide ongoing coaching and feedback to elevate team performance.
• Foster an engaged team culture and drive continuous improvement.
• Track team performance through KPIs, call data, and reporting tools.
• Motivate the team to meet service, compliance, and performance targets in a call center.
• Lead in managing inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy.
• Monitor call metrics and quality, providing feedback as needed.
• Resolve escalated cases with a calm, strategic approach while meeting regulatory requirements.
• Collaborate with training, escalations, and compliance to address service concerns.
• Review trends and data to identify improvements and implement solutions.

Skills

Supervisory experience

Leadership

Communication skills

Empathy

Microsoft Suite

Call center

Education

High School Diploma or GED

College degree preferred

Tools

MSP

Five9

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists focused on compassionate, compliant support for homeowners navigating financial hardship.

The role balances customer experience leadership with oversight of collections, loss mitigation, and default servicing activities, fostering a culture centered on customers and regulatory excellence.