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Supervisor - Customer Service (On-site)

4 weeks ago

Houston, Texas, United States NewRez LLC Full time

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Primary Function

The Supervisor - Customer Service is responsible for managing the Performing Mortgage Inbound Customer Service team. Oversees the Loan Servicing function and is responsible for the Secured Consumer team.

Direct Reports

  • Performing Loan Consultant I, II, III
  • Customer Care Universal Specialist II
  • Team Lead - Customer Care
  • Team Lead - Customer Service
Principal Duties
  • Responsible for maintaining a staff of approximately 15 employees.
  • Provide guidance and leadership and mentor staff to develop and reinforce skills and effectiveness.
  • Monitor inbound call production and performance results. Ensure staff stays within defined production expectations (e.g., inbound call loop, etc....)
  • Correct errant activity and provide feedback, when appropriate.
  • Track daily results of work efforts to ensure required levels of production and efficiency are achieved.
  • Address employee relations issues with staff as necessary.
  • Assist the audit department by performing random sample audits of account records.
  • Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed.
  • Monitor auto-dialer campaigns and collectors' manual calling efforts.
  • This individual must be flexible and able to work different hours/shifts, if needed.
  • Must be a good motivator, self-driven, and willing to do what it takes to "get the job done".
  • Cross-train in different departments (loan servicing, performing, consumer etc.)
  • Monitor reports and reviews for the cross-functional areas (loan servicing, inbound, performing, consumer)
  • Oversee phone skills and toll-free numbers.
  • Monitor Paid Time Off (PTO) for team in coordination with the work schedule.
  • Monitor daily reports and send out daily report updates to the team.
  • Performs related duties as assigned by supervisor.
Education and Experience Requirements
  • 6+ years' experience in finance, collections, customer service, or a related industry
  • Previous management experience or current participant in our internal management training series.
Knowledge, Skill, and Ability Requirements
  • Managerial skills including strong organizational, communication, and leadership skills.
  • Ability to train and motivate employees.
  • Ability to manage data to maximize work efforts.
  • Excellent overall computer skills.
  • Short learning curve.
While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

Additional Information:

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them
  • Medical, dental, and vision insurance
  • Health Savings Account with employer contribution
  • 401(k) Retirement plan with employer match
  • Paid Maternity Leave/Parental Bonding Leave
  • Pet insurance
  • Adoption Assistance
  • Tuition reimbursement
  • Employee Loan Program
  • The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW:
  • Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
  • 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
  • Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
  • Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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