Mortgage Services Supervisor - Hybrid, KPI-Driven

Carrington Holding Company, LLC; Westfield (IN); Hybrid; USD 64,000 - 74,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Charitable foundation

Job summary

Carrington Mortgage Services is seeking a Customer Service Supervisor to oversee a unit in our hybrid-work environment. You will monitor workload and performance to ensure goal achievement, train staff, and enforce corporate standards across the team.

The role involves assisting with escalated borrower inquiries, improving efficiency across departments, and maintaining a positive work environment. Salary is competitive with a monthly incentive bonus.

Qualifications

• High school diploma or equivalent work experience.
• 3+ years customer service/call center experience in a high-volume environment.
• 2+ years Mortgage Loan Servicing industry experience preferred.
• Intermediate MS Office skills.

Responsibilities

• Supervise the entire operation of a unit within the Customer Service Department.
• Train employees and manage workload, performance, and disciplinary actions as needed.
• Ensure corporate standards are communicated and applied throughout the unit.
• Review daily productivity and use monitoring systems to drive performance improvements.
• Assist with escalated borrower inquiries and provide guidance to the team.
• Develop cross-department relationships to improve efficiencies.

Skills

Customer service

Call center experience

Education

High school diploma or equivalent

Tools

MS Office

Job description

Carrington Mortgage Services is seeking a Customer Service Supervisor to oversee a unit in our hybrid-work environment. You will monitor workload and performance to ensure goal achievement, train staff, and enforce corporate standards across the team.

The role involves assisting with escalated borrower inquiries, improving efficiency across departments, and maintaining a positive work environment. Salary is competitive with a monthly incentive bonus.