Mortgage Servicing Supervisor — Lead Member Support

UNAVAILABLE; Overland Park (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

TruHome in a general office environment is seeking a Supervisory leader to assist escalated member inquiries and guide a team of up to 10 Member Services Specialists with urgency and professionalism.

The supervisor will monitor calls, provide ongoing coaching, oversee daily activities, and collaborate with other departments to enhance processes and service levels while supporting the department and leadership in performance reviews.

Qualifications

• Two+ years of customer service leadership experience required.
• Customer service in mortgage/consumer lending with leadership preferred.
• High School Diploma; Bachelor's degree preferred.
• Ability to multi-task and manage teams.

Responsibilities

• Assist in resolution of complex inquiries and complaints escalated by team members.
• Respond to customer inquiries promptly and document issues.
• Conduct monthly call monitors and provide feedback.
• Prepare monthly schedules and monitor workloads to ensure coverage and SLA targets.
• Coach and train staff; support team with performance evaluations.
• Collaborate with other departments to improve processes and workflows.
• Support management with interviews and new-hire training.

Skills

Mortgage Servicing

Interpersonal Skills

Leadership

Communication

Organizational Skills

Problem Solving

MSP Knowledge

Multitasking

Education

High School Diploma

Bachelor's Degree

Job description

TruHome in a general office environment is seeking a Supervisory leader to assist escalated member inquiries and guide a team of up to 10 Member Services Specialists with urgency and professionalism.

The supervisor will monitor calls, provide ongoing coaching, oversee daily activities, and collaborate with other departments to enhance processes and service levels while supporting the department and leadership in performance reviews.