Mortgage Customer Care Team Lead

Kids for the Future; Irving (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits package

Company 401K

PTO and holidays

Professional yet casual culture

Job summary

BSI Financial in Irving, TX is seeking a Customer Care Supervisor to lead and mentor a team of loan servicing agents. You will set policies aligned with FDCPA and CFPB guidelines, handle escalated calls, and train staff.

This role requires 1-2 years of management and 5 years in customer service, proficiency with Word/Excel, and strong communication. You’ll work in a professional office, with a full benefits package and a positive team culture.

Qualifications

• 1-2 years management experience
• 5 years Customer Service Experience
• Knowledge of Mortgage Loan Servicing
• Proficient with Word, Excel, Internet
• Proficient with PC
• Ability to multi-task, prioritize effectively and efficiently

Responsibilities

• Create and/or maintain policy in accordance with FDCPA, FCRA, and CFPB guidelines
• Approve letters to be sent to the borrower and/or agent of the borrower
• Answer escalated calls and work to resolve borrower issues in a professional and courteous manner
• Review call monitoring scores and offer employee mentoring
• Approve employee time off requests and timecard corrections
• Provide direction and training to Customer Care agents on loan level details
• Responsible for meeting legal requirements and following internal policies
• Assist with any projects assigned

Job description

BSI Financial in Irving, TX is seeking a Customer Care Supervisor to lead and mentor a team of loan servicing agents. You will set policies aligned with FDCPA and CFPB guidelines, handle escalated calls, and train staff.

This role requires 1-2 years of management and 5 years in customer service, proficiency with Word/Excel, and strong communication. You’ll work in a professional office, with a full benefits package and a positive team culture.