Customer Service Supervisor, CMS

Carrington; United States; Hybrid; USD 64,480 - 74,480; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts

Educational reimbursement

Referral bonuses

Job summary

Carrington Mortgage Services, a leading mortgage loan servicing provider, seeks a Customer Service Supervisor to oversee a unit within the Customer Service Department. The role combines supervision, training, and performance management to achieve goals while ensuring compliance with policies and laws.

The position offers a hybrid schedule in the United States, with pay range observed and a monthly incentive bonus to recognize results.

Qualifications

• High school diploma or equivalent work experience.
• 3+ years of customer service/call center experience in a high-volume environment.
• 2+ years Mortgage Loan Servicing experience preferred.
• Intermediate MS Office skills.

Responsibilities

• Supervise the entire operation of a unit within the Customer Service Department.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Ensure that corporate standards are communicated and consistently applied throughout the unit.
• Review the unit’s daily productivity report and utilize monitoring systems to effectively evaluate and impact performance.
• Assist in answering escalated borrower inquiries and answer complex/general questions from team.
• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.
• Train, educate, assist and motivate employees to meet and exceed set performance goals.
• Create and maintain a motivating and positive working environment.
• Monitor real‑time key performance metrics (KPIs) to ensure proper coverage and identify continuous improvement opportunities.
• Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.
• Perform other duties as assigned.

Skills

Customer service

Team supervision

Call center

Education

High school diploma

Tools

MS Office

Job description

Job Overview

Come join our amazing team and work a hybrid schedule! The Customer Service Supervisor will oversee a unit within the Customer Service Department and monitor associate workload and performance to ensure consistent goal achievement. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $64,480.00/yr to $74,480.00/yr plus monthly incentive bonus.

Responsibilities

• Supervise the entire operation of a unit within the Customer Service Department.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Ensure that corporate standards are communicated and consistently applied throughout the unit.
• Review the unit’s daily productivity report and utilize monitoring systems to effectively evaluate and impact performance.
• Assist in answering escalated borrower inquiries and answer complex/general questions from team.
• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.
• Train, educate, assist and motivate employees to meet and exceed set performance goals.
• Create and maintain a motivating and positive working environment.
• Monitor real‑time key performance metrics (KPIs) to ensure proper coverage and identify continuous improvement opportunities.
• Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent work experience.
• Three (3) plus years of customer service/call center experience in a high‑volume telephone contact environment.
• Two (2) years or more of Mortgage Loan Servicing industry experience preferred.
• Intermediate MS Office skills.

Our Company

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full‑lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com.

Benefits

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs it supports through specific fundraising efforts, please visit: carringtoncf.org.