Hybrid Customer Service Supervisor - Mortgage Ops

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

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.