Mortgage Servicing Supervisor: Customer Experience Lead

Carrington Holding Company

Phoenix (AZ)

On-site

USD 55,000 - 60,000

Full time

28 hours ago

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Benefits offered by this job

Comprehensive healthcare plans for you

Discretionary 401(k) match (50% of the

First 4% of pay contributed

Employee discounts through portal

Customized training programs

Employee referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services is seeking an experienced Customer Service Supervisor to lead a Phoenix-based team in building an industry-leading contact center and redefining the homeowner experience. You will drive exceptional service, oversee issue resolution, and guide performance across loan servicing operations in a fast-paced environment.

The role emphasizes coaching, process improvement, and cross-functional collaboration with senior leadership to enhance customer outcomes and

Qualifications

Bachelor’s degree or equivalent professional experience.
Experience in mortgage servicing, financial services, or fintech with strong customer support operations.
3–5 years of experience in a consumer-facing operations environment (customer support, contact centers, or service operations).
2–3 years of experience managing a team of 5+ people, with coaching and development responsibilities.
Proficiency with Google Workspace (Docs, Sheets, Slides).
Experience with CRM platforms such as Zendesk or Salesforce.

Responsibilities

Resolve client issues in real time, ensuring homeowners receive timely, accurate, and empathetic support.
Triage and manage customer escalations and complaints, driving swift resolutions while maintaining high client experience.
Identify opportunities to improve processes and drive operational efficiencies across customer support activities.
Coach, mentor, and develop team members through feedback, training, and performance guidance.
Elevate the voice of the customer by synthesizing feedback and informing product/service improvements.
Test, implement, and optimize contact center tools to improve productivity and client experience.
Collaborate cross-functionally to solve problems and support company initiatives.
May manage a team servicing loans with specialized handling (HELOCs and other complex products).
May oversee ticket management to meet SLAs and ensure timely feedback tasks.