Mortgage Servicing: Customer Experience Supervisor

CrossCountry Mortgage, LLC; Cleveland (OH); On-site; USD 52,000 - 70,000; Full time

Job summary

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists within RoundPoint Mortgage Servicing LLC, focusing on customer experience and compliance. You will coach, manage, and develop staff handling inquiries related to collections, loss mitigation, and accounts while ensuring regulatory alignment.

You will drive performance through KPIs, collaborate with training and compliance, and strive for service excellence in a fast-paced call

Qualifications

• 3+ years of supervisory experience in a customer service or call center setting.
• Experience with MSP and Five9 is preferred.
• NMLS License under the S.A.F.E. Act of 2008 is preferred.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Proficient with Microsoft Office applications.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance.
• Provide ongoing coaching and feedback sessions to elevate team performance.
• Track team performance through KPIs and reporting tools.
• Motivate team to exceed service, compliance, and performance targets.
• Contribute to process improvement to optimize service efficiency and customer satisfaction.
• Lead the team in managing inquiries related to collections, loss mitigation, insurance claims, and bankruptcy with compliance.
• Monitor call center metrics and quality of service; provide feedback as needed.
• Resolve escalated cases with a calm, strategic approach meeting customer and regulatory needs.
• Ensure compliance with internal policies, investor guidelines, and federal servicing regulations.
• Collaborate with cross-functional teams to address service concerns and process improvements.
• Review trends and data to identify improvements and implement targeted solutions.
• Drive continuous improvement through feedback and process updates.

Skills

Supervisory experience

Customer service

Communication

Time management

Prioritization

Tools

MSP

Five9

NMLS License

Job description

CrossCountry Mortgage, LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists within RoundPoint Mortgage Servicing LLC, focusing on customer experience and compliance. You will coach, manage, and develop staff handling inquiries related to collections, loss mitigation, and accounts while ensuring regulatory alignment.

You will drive performance through KPIs, collaborate with training and compliance, and strive for service excellence in a fast-paced call