Supervisor, Customer Service, V1

Carrington; Phoenix (AZ); Sur place; USD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Healthcare plans

Discretionary 401(k) match

Employee discounts

Training programs

Employee referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Résumé du poste

Carrington Mortgage Services is seeking a Customer Service Supervisor to oversee a unit within the Customer Service Department, monitoring workload and performance to ensure goals are met. You will train and motivate staff, communicate standards, analyze KPI data, and partner with other departments to improve efficiency while ensuring compliance with policies and regulations.

This role requires leadership in a high-volume mortgage servicing environment and a commitment to delivering exceptional

Qualifications

• Intermediate MS Office skills.
• Ability to understand complex problems and to collaborate and explore alternative solutions.
• Ability to make decisions that have moderate impact on the immediate work unit.
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• Ability to communicate with individuals utilizing a telephone; requires ability to hear and speak effectively on the telephone.
• Ability to compose letters, outlines, memoranda, and basic reports and/or to orally communicate technical information.
• Ability to organize and prioritize work schedules of others on short-term basis.
• Ability to coach associate in performance and production.
• Ability to articulate the core needs of staff and communicate needs to the business unit.

Responsabilités

• Oversee the entire operation of a unit within the Customer Service Department.
• Carry out supervisory responsibilities in accordance with policies and laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Ensure corporate standards are communicated and consistently applied throughout the unit.
• Review the unit’s daily productivity report and utilize monitoring systems to evaluate and impact performance.
• Assist in answering escalated borrower inquiries and answer complex/general questions from team.
• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.
• Train, educate, assist and motive employees to meet and exceed set performance goals.
• Create and maintain a motivating and positive working environment.
• Monitor real time key performance metrics (KPIs) to ensure proper coverage and identify continuous improvement opportunities.
• Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.
• Perform other duties as assigned.

Connaissances

MS Office

Problem solving

Decision making

Numerical accuracy

Verbal communication

Telephone communication

Written communication

Time management

Coaching

Formation

High school diploma or equivalent

Description du poste

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JOB SUMMARY:

As a Customer Service Supervisor, you will oversee a unit within the Customer Service Department and monitor associate workload and performance to ensure consistent goal achievement. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

WHAT YOU’LL DO

• Supervise the entire operation of a unit within the Customer Service Department.




• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.




• Responsible for ensuring that corporate standards are communicated and consistently applied throughout the unit.




• Review the unit’s daily productivity report and utilize monitoring systems to effectively evaluate and impact performance.




• Assist in answering escalated borrower inquiries and answer complex/general questions from team.




• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.




• Train, educate, assist and motive employees to meet and exceed set performance goals.




• Create and maintain a motivating and positive working environment.




• Monitor real time key performance metrics (KPI’s) to ensure proper coverage and identify continuous improvement opportunities.




• Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.




• Perform other duties as assigned.

WHAT YOU’LL NEED

• Intermediate MS Office skills




• Ability to understand complex problems and to collaborate and explore alternative solutions




• Ability to make decisions that have moderate impact on the immediate work unit




• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy




• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly




• Ability to communicate with individuals utilizing a telephone; requires ability to hear and speak effectively on the telephone




• Ability to compose letters, outlines, memoranda, and basic reports and/or to orally communicate technical information




• Ability to organize and prioritize work schedules of others on short-term basis




• Ability to coach associate in performance and production




• Ability to articulate the core needs of staff and communicate needs to the business unit.




• High school diploma or equivalent work experience




• Three (3) plus years’ customer service/call center experience in a high volume telephone contact environment




• Two (2) years or more Mortgage Loan Servicing industry experience preferred

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.




• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.




• Customized training programs to help you advance your career.




• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.




• Educational Reimbursement.




• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org .

# Carrington

#LI-RR1

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.

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