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Customer Service Supervisor

2 months ago

Houston, Texas, United States Newrez Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Newrez. As a key member of our mortgage operations team, you will be responsible for managing a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Manage a team of customer service representatives to ensure that they are meeting performance expectations and providing excellent customer service.
  • Oversee the loan servicing function and ensure that all customer inquiries are handled in a timely and professional manner.
  • Develop and implement processes to improve customer satisfaction and reduce complaints.
  • Collaborate with other teams to ensure that customer needs are met and that our operations are running smoothly.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Provide coaching and training to team members to help them develop their skills and knowledge.
  • Ensure that all customer interactions are handled in accordance with our company's policies and procedures.
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.
  • Strong organizational, communication, and leadership skills.
  • Ability to train and motivate employees.
  • Ability to manage data to maximize work efforts.
  • Excellent overall computer skills.
Benefits
  • 15 Paid Time Off (PTO) days and 18 after 1st anniversary.
  • 9 Paid Holidays.
  • Employee Engagement Activities.
  • Medical (including Health Savings Account & Flexible Savings Account).
  • Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match – Employee Assistance Plan.
  • Performance-based Incentives.
  • Pet Insurance.
  • Advancement Opportunities.