Customer Service Supervisor - Remote

LoanCare, LLC; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

A leading company in mortgage loan subservicing is seeking a Full-Time Remote Customer Service Supervisor. The ideal candidate will excel in a fast-paced environment, focusing on employee development and ensuring excellent customer service. Responsibilities include supervising call center teams, managing operations, and mentoring staff. Candidates must possess strong leadership skills and a solid understanding of mortgage servicing.

Qualifications

• 5+ years supervisory experience, preferably in a call center.
• Understanding of mortgage servicing, including escrow, taxes, and payment application.

Responsibilities

• Supervise Call Center Teams to ensure performance standards.
• Mentor and develop Customer Experience Specialists.
• Handle escalated calls and resolve customer complaints.

Skills

Leadership

Customer Service

Analytical Skills

Communication

Interpersonal Skills

Education

High School Diploma

Bachelor's Degree

Job description

Join to apply for the Customer Service Supervisor - Remote role at LoanCare.

Overview

LoanCare is now hiring a Full-Time Remote Customer Service Supervisor to join our expanding team.

The shift currently being offered is 10am-7pm EST with Rotating Saturdays.

We are seeking to fill the role of Customer Service Supervisor – Remote. The ideal candidate thrives in a fast-paced environment, excels in employee development, and collaborates effectively with clients and internal partners to achieve the best outcomes for homeowners.

Responsibilities

• Supervise Call Center Teams to ensure Customer Experience Specialists meet performance standards by reviewing reports.
• Manage daily operations and monitor correspondence including chats and emails.
• Mentor and develop Customer Experience Specialists, maintaining professionalism and respect.
• Analyze quality reports to identify employee development opportunities.
• Handle HR administrative tasks such as scheduling, performance reviews, and disciplinary actions.
• Document employee interactions thoroughly and accurately.
• Monitor operational risks and ensure controls are in place.
• Maintain knowledge of Fair Credit Reporting Act guidelines.
• Review departmental policies, procedures, and workflows regularly.
• Handle escalated calls and resolve customer complaints, maintaining logs.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent.
• Understanding of mortgage servicing, including escrow, taxes, and payment application.
• Flexible, organized, and able to prioritize effectively.
• Proven leadership or managerial experience.
• Strong knowledge of customer service principles.
• Analytical skills to interpret data and improve processes.
• Excellent communication and interpersonal skills.
• Attention to detail and accuracy.
• Ability to troubleshoot and resolve complex issues quickly.
• Advanced mortgage product knowledge required.

Desired Skills and Qualifications

• Bachelor's degree.
• 5+ years supervisory experience, preferably in a call center.
• Understanding of Home Equity Line of Credit (HELOC) servicing.

Remote Employment Details

Providing necessary equipment; a quiet, private workspace, and high-speed internet (minimum 25 Mbps download, 10 Mbps upload).

Essential Functions

Use logic, reading comprehension, communication, and problem-solving skills to perform job duties, with or without reasonable accommodations.

Work Conditions

Attend work during normal hours, with flexibility for early, late, or weekend hours as needed. Overtime may be required.

Physical Demands

• Sitting up to 90% of the time.
• Walking and standing up to 10%.
• Occasional lifting, stooping, and reaching.

Equal Opportunity Statement

LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration without regard to protected characteristics.

About Us

LoanCare is a top provider in mortgage loan subservicing, servicing loans for various financial institutions for over 40 years. Part of Fidelity National Financial, a Fortune 500 company. Visit loancare.com for more information.