Remote Customer Service Supervisor - Mortgage

Flat Branch Home Loans; Columbia Township (MO); A distancia; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Flat Branch Mortgage Inc. is seeking a Customer Service Supervisor to lead a high-performing Servicing team in a fully remote role.

You will guide and develop staff, monitor performance, and ensure exceptional customer experiences while maintaining regulatory compliance and operational excellence across the Servicing organization. The position emphasizes coaching, metrics analysis, and collaboration with management to optimize processes, with opportunities for remote work nationwide and

Formación

• 3-5 years of customer service experience required.
• 3-5 years of mortgage customer service and/or general mortgage experience preferred.
• An equivalent combination of education, experience, and training will be considered.

Responsabilidades

• Coach, mentor, and develop Customer Service team members to enhance performance, engagement, and career growth.
• Monitor call volume patterns, customer complaints, and interaction trends to proactively mitigate risk and improve the customer experience.
• Resolve highly escalated customer inquiries, including complaints submitted to CFPB and other regulatory agencies.
• Collaborate with Servicing Management to identify process inefficiencies or system gaps and recommend effective, sustainable solutions.
• Prepare, analyze, and present monthly metrics related to interaction types, volumes, performance trends, and quality outcomes to management.
• Develop, maintain, and refine KPIs aligned with industry best practices and organizational goals.
• Ensure all customer interactions, correspondence, tasks, and emails adhere to company policies, procedures, and compliance requirements.
• Partner with management on strategic workforce planning, forecasting, and staffing analysis for the Customer Service Department.
• Proactively investigate issues, identify root causes, and implement creative solutions independently and collaboratively.
• Maintain compliance with all applicable regulations, including CFPB, RESPA, GLBA, and FDCPA.
• Participate in ongoing mortgage industry training, regulatory updates, and professional development initiatives.
• Collaborate with Human Resources to address employee relations matters, performance management, and personnel issues.
• Assess staffing needs and recommend process improvements, coordinating next steps with management.
• Lead regular team meetings and one-on-one coaching sessions to review quality control scores, performance metrics, and development goals.
• Participate in cross-functional initiatives and departmental projects.
• Recruit, interview, and hire Customer Service team members for the Servicing department.

Conocimientos

Customer service

Leadership

Communication

English proficiency

Descripción del empleo

Flat Branch Mortgage Inc. is seeking a Customer Service Supervisor to lead a high-performing Servicing team in a fully remote role.

You will guide and develop staff, monitor performance, and ensure exceptional customer experiences while maintaining regulatory compliance and operational excellence across the Servicing organization. The position emphasizes coaching, metrics analysis, and collaboration with management to optimize processes, with opportunities for remote work nationwide and