Remote Mortgage Customer Service Supervisor & Team Coach

Flat Branch Mortgage Inc; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with Safe Harbor contributions

Employee Stock Ownership Plan (ESOP)

Paid time off and holidays

Life and disability insurance

Job summary

Flat Branch Mortgage Inc is seeking a Customer Service Supervisor to lead a high-performing servicing team, ensuring exceptional customer experiences and regulatory compliance.

This fully remote role covers multiple states with options for in-person/hybrid work if near an office. Responsibilities include coaching, performance metrics, risk mitigation, and collaboration with management and HR to drive process improvements.

Qualifications

• 3–5 years of customer service experience.
• 3–5 years of mortgage customer service and/or general mortgage experience preferred.

Responsibilities

• 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.
• 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.

Skills

Customer service

Mortgage customer service

Job description

Flat Branch Mortgage Inc is seeking a Customer Service Supervisor to lead a high-performing servicing team, ensuring exceptional customer experiences and regulatory compliance.

This fully remote role covers multiple states with options for in-person/hybrid work if near an office. Responsibilities include coaching, performance metrics, risk mitigation, and collaboration with management and HR to drive process improvements.