Customer Service Supervisor
5 days ago
The Customer Service Supervisor is responsible for managing the Performing Mortgage Inbound Customer Service team. This role oversees the Loan Servicing function and is responsible for the Secured Consumer team.
Key Responsibilities- Manage a staff of approximately 15 employees.
- Provide guidance and leadership to develop and reinforce skills and effectiveness.
- Monitor inbound call production and performance results to ensure staff stays within defined production expectations.
- Correct errant activity and provide feedback as necessary.
- 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.
- Be flexible and able to work different hours/shifts as needed.
- Be a good motivator, self-driven, and willing to do what it takes to get the job done.
- Cross-train in different departments.
- Monitor reports and reviews for the cross-functional areas.
- Oversee phone skills and toll-free numbers.
- Monitor Paid Time Off (PTO) for the team in coordination with the work schedule.
- Monitor daily reports and send out daily report updates to the team.
- 6+ years' experience in finance, collections, customer service, or a related industry.
- Previous management experience or current participation in our internal management training series.
- 15 Paid Time Off (PTO) days and 18 after 1st anniversary.
- 9 Paid Holidays.
- Employee Engagement Activities.
- Medical, dental, vision, life, disability insurance, 401(k) plan with company match, employee assistance plan, performance-based incentives, pet insurance, and advancement opportunities.
- Newrez NOW: Our Corporate Social Responsibility program empowers employees to become leaders in their communities through 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.
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