Customer Service Supervisor

CrossCountry Mortgage, LLC; Cleveland (OH); On-site; USD 52,000 - 70,000; Full time

Job summary

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists within RoundPoint Mortgage Servicing LLC, focusing on customer experience and compliance. You will coach, manage, and develop staff handling inquiries related to collections, loss mitigation, and accounts while ensuring regulatory alignment.

You will drive performance through KPIs, collaborate with training and compliance, and strive for service excellence in a fast-paced call

Qualifications

• 3+ years of supervisory experience in a customer service or call center setting.
• Experience with MSP and Five9 is preferred.
• NMLS License under the S.A.F.E. Act of 2008 is preferred.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Proficient with Microsoft Office applications.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance.
• Provide ongoing coaching and feedback sessions to elevate team performance.
• Track team performance through KPIs and reporting tools.
• Motivate team to exceed service, compliance, and performance targets.
• Contribute to process improvement to optimize service efficiency and customer satisfaction.
• Lead the team in managing inquiries related to collections, loss mitigation, insurance claims, and bankruptcy with compliance.
• Monitor call center metrics and quality of service; provide feedback as needed.
• Resolve escalated cases with a calm, strategic approach meeting customer and regulatory needs.
• Ensure compliance with internal policies, investor guidelines, and federal servicing regulations.
• Collaborate with cross-functional teams to address service concerns and process improvements.
• Review trends and data to identify improvements and implement targeted solutions.
• Drive continuous improvement through feedback and process updates.

Skills

Supervisory experience

Customer service

Communication

Time management

Prioritization

Tools

MSP

Five9

NMLS License

Job description

CrossCountry Mortgage (CCM)is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview

The Customer Service Supervisor will support RoundPoint Mortgage Servicing LLC. As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions-oriented support to homeowners navigating through the homeownership journey and/or financial hardships.

Job Responsibilities

• 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.
• 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 center 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 center 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.

Qualifications and Skills

• 3+ years of supervisory experience in a customer service or call center setting, required.
• Collections and Loss Mitigation experience, preferred.
• Experience with MSP and Five9, preferred.
• NMLS License under the S.A.F.E. Act of 2008, preferred.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Proficient with Microsoft Office applications.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. careersatccm.com

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents

Please see CrossCountry's privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law ("Protected Characteristics"). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.