Customer Service Supervisor, CMS

Carrington Holding Company, LLC; Westfield (IN); On-site; USD 64,480 - 74,480; Full time

Benefits offered by this job

Comprehensive healthcare plans

401(k) match

Employee referral bonuses

Educational Reimbursement

Job summary

Carrington Holding Company, LLC is seeking a Customer Service Supervisor to oversee operations within the Customer Service Department. This hybrid position involves supervising staff, ensuring policy compliance, and meeting performance goals.

The ideal candidate has at least three years of customer service experience and a high school diploma. They will manage daily operations, assist with escalated inquiries, and promote a positive work environment.

Qualifications

• Three years of customer service/call center experience in a high-volume environment.
• Two years or more in the Mortgage Loan Servicing industry preferred.

Responsibilities

• Supervise the customer service unit's operation.
• Train and motivate employees to achieve performance goals.
• Monitor key performance metrics for continuous improvement.

Skills

Customer service experience

Call center experience

Intermediate MS Office skills

Education

High school diploma or equivalent

Job description

Job Description

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.

What You’ll Do

• Supervise the entire operation of a unit within the Customer Service Department.
• Carries 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.
• Responsible for ensuring 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 motive employees to meet and exceed set performance goals.
• Create and maintain a motivating and positive working environment.
• Monitor real time key performance metrics (KPI’s) 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.

What You’ll Need

• High school diploma or equivalent work experience.
• Three (3) plus years’ customer service/call center experience in a high-volume telephone contact environment.
• Two (2) years or more 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.

What We Offer

• 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.

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.