Member Services Manager: Mortgage Servicing & CX

UNAVAILABLE; Overland Park (KS); On-site; USD 65,000 - 90,000; Full time

Job summary

TruHome is seeking a results-driven leader to direct our Member Services team in Overland Park, KS. You will ensure exceptional service levels for phone and email, oversee IVR operations, and drive customer satisfaction metrics while managing performance across the group.

The role demands hands-on supervision, strategic training, and collaboration with internal departments and vendors to resolve member concerns promptly and compliantly.

Qualifications

• Call center management experience required.
• Mortgage servicing knowledge preferred.
• Proficient in Word, Excel, Outlook.
• Strong organizational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Professional discretion and confidentiality.

Responsibilities

• Provide oversight, direction and training to supervisors and specialists.
• Oversee vendor relationships, call monitoring activities, and Training programs.
• Ownership of the servicing queues (phone and email), & TeleVoice IVR.
• Identify and implement processes to drive efficiency or improvements.
• Coordinate with internal departments to resolve member concerns promptly.
• Respond to Qualified Written Requests, Notices of Error and complaints.
• Establish processes to handle client escalations quickly and clearly.
• Administer and update processes to ensure regulatory compliance.
• Responsible for hiring, training, evaluating and developing team members.
• Report department performance vs goals and targets.

Skills

Call center management

Mortgage servicing

MS Office

Analytical skills

Communication

Education

Bachelor's Degree

High School diploma

Tools

Word

Excel

Outlook

Job description

TruHome is seeking a results-driven leader to direct our Member Services team in Overland Park, KS. You will ensure exceptional service levels for phone and email, oversee IVR operations, and drive customer satisfaction metrics while managing performance across the group.

The role demands hands-on supervision, strategic training, and collaboration with internal departments and vendors to resolve member concerns promptly and compliantly.