Mortgage Servicing Team Lead

TruHome Solutions, LLC; Overland Park (KS); On-site; USD 60,000 - 80,000; Full time

Job summary

TruHome Solutions, LLC in Overland Park, KS seeks an experienced Supervisor for Member Services. Oversee up to 10 Specialists, coach, monitor calls, and ensure SLA targets while resolving escalated inquiries with professionalism and urgency.

Collaborate with Mortgage Servicing and other departments to improve processes and service levels. Requirements include a High School Diploma (Bachelor’s preferred) and 2+ years in customer service management, with mortgage experience highly preferred.

Qualifications

• High School Diploma required.
• Bachelor’s Degree preferred.
• 2+ years of Customer Service management or leadership experience required.
• Mortgage or consumer lending experience with leadership preferred.

Responsibilities

• Supervises up to 10 Member Services Specialists and conducts monthly call monitor activities.
• Coach and train team; participate in annual reviews.
• Resolve complex inquiries escalated by team members and ensure timely resolution.
• Provide prompt and courteous responses to customer inquiries and document issues.
• Interface with other departments to improve processes and service levels.
• Monitor call queue and ensure SLA targets are met.
• Prepare and distribute monthly schedules; provide phone and email support as needed.
• Assist in drafting department procedures and job aids for staff communication.

Skills

Mortgage Servicing

Team Leadership

Communication

Coaching

Scheduling

Documentation

Interpersonal Skills

Multi-tasking

MSP knowledge

Education

High School Diploma

Bachelor’s Degree

Tools

MSP

Job description

TruHome Solutions, LLC in Overland Park, KS seeks an experienced Supervisor for Member Services. Oversee up to 10 Specialists, coach, monitor calls, and ensure SLA targets while resolving escalated inquiries with professionalism and urgency.

Collaborate with Mortgage Servicing and other departments to improve processes and service levels. Requirements include a High School Diploma (Bachelor’s preferred) and 2+ years in customer service management, with mortgage experience highly preferred.