Customer Experience Supervisor – Mortgage Servicing

CrossCountry Mortgage, LLC; Coppell (TX); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

401K

Disability insurance

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists in our Texas operations. The role focuses on customer experience, compliance, and supporting homeowners through the mortgage servicing journey, including financial hardships.

You will hire, train, and coach staff, monitor performance with KPIs, and drive process improvements in a high-volume call center environment. Knowledge of collections and loss mitigation is a plus.

Qualifications

• 3+ years of supervisory experience in a customer service or call center setting.
• Excellent communication and customer service skills.
• Strong prioritization and time management abilities.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists.
• Provide coaching and feedback to elevate team performance.
• Track team performance via KPIs, call data, and reporting tools.
• Motivate the team to meet service, compliance, and performance targets.
• Collaborate with cross-functional departments to address service concerns and implement improvements.
• Ensure compliance with CFPB, RESPA, and FDCPA.

Skills

Supervisory experience

Customer service excellence

Communication skills

Time management

Tools

MSP

Five9

Job description

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists in our Texas operations. The role focuses on customer experience, compliance, and supporting homeowners through the mortgage servicing journey, including financial hardships.

You will hire, train, and coach staff, monitor performance with KPIs, and drive process improvements in a high-volume call center environment. Knowledge of collections and loss mitigation is a plus.