Mortgage Servicing Customer Service Lead

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services in Phoenix is seeking an experienced Customer Service Supervisor to lead a front-line team in a fast-paced mortgage servicing contact center. You will oversee issue resolution, escalations, and real-time problem-solving while driving operational excellence and customer satisfaction.

The role requires 3–5 years in consumer-facing operations and 2–3 years of team leadership, plus proficiency with Google Workspace and CRM tools.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Experience in mortgage servicing, financial services, or fintech.
• Strong analytical skills, with the ability to interpret data and improve performance.
• 3–5 years of experience in a consumer-facing operations environment.
• 2–3 years of experience managing a team of 5+ people.
• Proficiency with Google Workspace and other web-based applications.
• Familiarity with CRM platforms such as Zendesk, Salesforce, or similar.
• Experience working with workforce management teams for scheduling and forecasting.
• Minimum education: High school diploma or GED.

Responsibilities

• Resolve client issues in real time with empathetic support.
• Triage and manage escalations, driving swift resolutions.
• Identify opportunities to improve processes and drive efficiency.
• Coach and develop team members through feedback and training.
• Elevate the voice of the customer to inform product and service improvements.
• Test and optimize contact center tools to boost productivity.
• Collaborate cross-functionally across the customer lifecycle.
• May manage associates servicing loans requiring specialized handling (HELOCs).
• Oversee ticket management to meet SLAs and communicate feedback to supervisors.
• Serve as a performance coach to associates and emerging leaders.
• Take on additional responsibilities to support team success.

Skills

Customer service leadership

People management

Analytical skills

Cross-functional collaboration

Communication

Education

Bachelor's degree or equivalent

High school diploma or GED

Tools

Google Workspace

Zendesk

Salesforce

WFM tools

Job description

Carrington Mortgage Services in Phoenix is seeking an experienced Customer Service Supervisor to lead a front-line team in a fast-paced mortgage servicing contact center. You will oversee issue resolution, escalations, and real-time problem-solving while driving operational excellence and customer satisfaction.

The role requires 3–5 years in consumer-facing operations and 2–3 years of team leadership, plus proficiency with Google Workspace and CRM tools.