Mortgage Customer Care Team Lead

Bsi-Financial-Services; Irving (TX); Sur place; USD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Full benefits package

Company 401K

PTO and holidays

Professional yet casual culture

Résumé du poste

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

Responsabilités

• 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

Description du poste

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.