Mortgage Customer Experience Supervisor

CCM CrossCountry Mortgage, LLC; Cleveland (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists focused on compassionate, compliant support for homeowners navigating the homeownership journey and financial hardships.

You will mentor staff, drive performance, and ensure adherence to servicing regulations while collaborating with compliance and training teams to optimize service delivery.

Qualifications

• 3+ years of supervisory experience in a customer service or call center setting.
• Experience in collections and loss mitigation is preferred.
• Experience with MSP and Five9 is preferred.
• NMLS license under the SAFE Act is preferred.
• Excellent communication and customer service skills.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists focused on service and compliance.
• Provide ongoing coaching and feedback to elevate team performance.
• Track team KPIs, call data, and reporting tools.
• Motivate the team to exceed service, compliance, and performance targets.
• Contribute to process improvements to optimize service efficiency and customer satisfaction.
• Lead the team in handling inquiries related to collections, loss mitigation, and related areas.
• Monitor call center metrics and quality of service, providing feedback as needed.
• Resolve escalated cases with a calm, strategic approach meeting customer needs and regulatory requirements.
• Ensure compliance with internal policies, investor guidelines, and CFPB, RESPA, andFDCPA regulations.
• Collaborate with cross-functional teams on training, escalations, and compliance matters.
• Review trends and data to identify improvements and implement solutions.

Skills

Supervisory experience

Collections & loss mitigation

MSP & Five9

NMLS license

Communication skills

Education

NMLS License

Tools

MSP

Five9

Job description

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists focused on compassionate, compliant support for homeowners navigating the homeownership journey and financial hardships.

You will mentor staff, drive performance, and ensure adherence to servicing regulations while collaborating with compliance and training teams to optimize service delivery.