Mortgage Servicing Team Lead

CommunityAmerica Federal Credit Union; Overland Park (KS); On-site; USD 52,000 - 68,000; Full time

Job summary

TruHome Solutions seeks a Member Services Supervisor to lead a team of up to 10 specialists, handling escalated inquiries with professionalism and urgency. The role includes coaching, monitoring, and supporting daily call center operations to ensure high service levels.

The supervisor will provide guidance, training, and performance feedback while working cross-functionally to optimize workflows and member satisfaction.

Qualifications

• Two or more years of Customer Service management or leadership experience.
• Customer Service experience in mortgage or consumer lending with leadership responsibilities is highly preferred.
• Bachelor's Degree is highly preferred.

Responsibilities

• Lead up to 10 Member Services Specialists and coach on performance.
• Resolve escalated member inquiries promptly and professionally.
• Monitor call queue and ensure coverage and SLA targets.
• Prepare and distribute monthly schedules.
• Assist in training and onboarding of team members.
• Coordinate with other departments to improve processes.
• Complete daily and monthly reports.

Skills

Multi-tasking

Mortgage Servicing

Interpersonal skills

Motivate and supervise

Problem solving

Independent work

Written & verbal communication

Organization

Coaching

Conflict resolution

Education

High School Diploma

Bachelor's Degree preferred

Job description

TruHome Solutions seeks a Member Services Supervisor to lead a team of up to 10 specialists, handling escalated inquiries with professionalism and urgency. The role includes coaching, monitoring, and supporting daily call center operations to ensure high service levels.

The supervisor will provide guidance, training, and performance feedback while working cross-functionally to optimize workflows and member satisfaction.