Customer Service Supervisor

CCM CrossCountry Mortgage, LLC; Cleveland (OH); Presencial; USD 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

401K

Short-term disability

Employee assistance program

Wellness program

Descripción de la vacante

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists focused on compassionate, compliant support for homeowners navigating the homeownership journey and financial hardships.

You will mentor staff, drive performance, and ensure adherence to servicing regulations while collaborating with compliance and training teams to optimize service delivery.

Formación

• 3+ years of supervisory experience in a customer service or call center setting.
• Experience in collections and loss mitigation is preferred.
• Experience with MSP and Five9 is preferred.
• NMLS license under the SAFE Act is preferred.
• Excellent communication and customer service skills.

Responsabilidades

• 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.
• Track team KPIs, call data, and reporting tools.
• Motivate the team to exceed service, compliance, and performance targets.
• Contribute to process improvements to optimize service efficiency and customer satisfaction.
• Lead the team in handling inquiries related to collections, loss mitigation, and related areas.
• Monitor call center metrics and quality of service, providing feedback as needed.
• Resolve escalated cases with a calm, strategic approach meeting customer needs and regulatory requirements.
• Ensure compliance with internal policies, investor guidelines, and CFPB, RESPA, andFDCPA regulations.
• Collaborate with cross-functional teams on training, escalations, and compliance matters.
• Review trends and data to identify improvements and implement solutions.

Conocimientos

Supervisory experience

Collections & loss mitigation

MSP & Five9

NMLS license

Communication skills

Educación

NMLS License

Herramientas

MSP

Five9

Descripción del empleo

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. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. 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

CrossCountry Mortgage, LLC offers more than a job, we offer a career.

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, 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.

CrossCountry Mortgage, LLC 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.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it!

Thanks for your interest in working on our team! Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self‑disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.