Customer Experience Supervisor - Mortgage Servicing

RoundPoint Mortgage Servicing LLC; Coppell (TX); Vor Ort; USD 65.000 - 85.000; Vollzeit

Zusammenfassung

RoundPoint Mortgage Servicing LLC in Coppell, TX seeks a Customer Service Supervisor to lead a team of specialists serving homeowners through challenges. You’ll blend customer experience with regulatory compliance, guiding collections, loss mitigation, and default servicing.

This role emphasizes coaching, KPI tracking, and process improvement to deliver compassionate, compliant support while meeting investor guidelines.

Qualifikationen

• 3+ years of supervisory experience in a customer service or call centre 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 empath, clarity, and speed.
• Ability to work flexible hours, including evenings and weekend, as required.
• Strong accountability and commitment to delivering both compliance and customer satisfaction.
• Microsoft Suite

Aufgaben

• Hire, train, and develop a high‑performing team of Customer Service Specialists focused on delivering excellence in both service and compliance
• Provide ongoing coaching, side‑by‑side support, and feedback sessions to elevate team performance and skill sets.
• Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement.
• Track team and individual performance through KPIs, call data, and reporting tools
• Motivate team members to exceed service, compliance, and performance targets in a dynamic call centre environment.
• Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction.
• Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling.
• Monitor call centre metrics, productivity, and quality of service, providing feedback and performance coaching as needed.
• Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements.
• Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA
• Collaborate with cross‑functional departments (training, escalations, compliance) to address service‑related concerns and process improvements.
• Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions.
• Drive continuous improvement through feedback loops, process updates, and customer insights.

Kenntnisse

Leadership

Communication

Coaching

Team management

Ausbildung

High School Diploma or GED

College degree preferred

Tools

Microsoft Office

MSP

Five9

Jobbeschreibung

RoundPoint Mortgage Servicing LLC in Coppell, TX seeks a Customer Service Supervisor to lead a team of specialists serving homeowners through challenges. You’ll blend customer experience with regulatory compliance, guiding collections, loss mitigation, and default servicing.

This role emphasizes coaching, KPI tracking, and process improvement to deliver compassionate, compliant support while meeting investor guidelines.