Supervisor, Customer Service, V1

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Educational reimbursement

Employee referral bonuses

Discount access portal

Job summary

Carrington Mortgage Services, part of The Carrington Companies, is seeking a Customer Service Supervisor to oversee a CS unit in Phoenix, AZ. You will monitor workload, train staff, and ensure performance targets are met while aligning with company policies and legal requirements.

Responsibilities include guiding teams, handling escalations, and driving efficiency across departments. A high school diploma and 3+ years in a high-volume call center are required; mortgage servicing experience is

Qualifications

• High school diploma or equivalent work experience required.
• Minimum 3+ years in a high volume customer service/call center.
• Mortgage Loan Servicing experience preferred.

Responsibilities

• Oversee the operation of a unit within Customer Service.
• Train, coach and motivate employees to meet performance goals.
• Monitor KPIs and daily productivity; address performance issues.
• Respond to escalated borrower inquiries and complex questions.
• Collaborate with internal departments to improve efficiency.
• Maintain a positive working environment and policy adherence.
• Lead team meetings and ensure adherence to company policies.

Skills

MS Office

Complex problem solving

Decision making

Numerical accuracy

Oral communication

Telephone communication

Documentation & reporting

Work scheduling

Coaching

Staff needs articulation

High school diploma or equivalent

3+ years customer service

Mortgage Loan Servicing exp

Education

High school diploma or equivalent

Job description

Job Description

Come join our amazing team and work at our office in Phoenix, AZ

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 the 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

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