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Customer Service Team Supervisor

2 months ago

Houston, Texas, United States Newrez Full time
Customer Service Team Supervisor at Newrez

Primary Function

The Customer Service Team Supervisor is tasked with overseeing the Inbound Customer Service division within the Performing Mortgage sector. This role includes managing the Loan Servicing operations and leading 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 supervising a team of approximately 15 staff members.
  • Provide mentorship and leadership to enhance staff capabilities and performance.
  • Track inbound call metrics and performance outcomes to ensure team meets established standards.
  • Address employee relations matters as required.
  • Assist the audit team with random sample evaluations of account records.
  • Oversee auto-dialer initiatives and manual calling efforts by collectors.
  • Must demonstrate flexibility and be willing to work various hours/shifts as necessary.
  • Exhibit motivational qualities, self-drive, and a commitment to excellence.
  • Participate in cross-training across different departments such as loan servicing and consumer operations.
  • Review reports across various departments and functions.
  • Supervise phone skills and manage toll-free communication lines.
  • Coordinate Paid Time Off (PTO) management with work schedules.
  • Perform additional responsibilities as assigned by management.

Education and Experience Requirements

  • 6+ years of experience in finance, collections, customer service, or a related field.
  • Prior management experience or current involvement in internal management training programs.

Knowledge, Skill, and Ability Requirements

  • Strong managerial skills, including organizational, communication, and leadership abilities.
  • Capability to train and inspire team members.
  • Proficient in data management.
  • Excellent computer proficiency with a quick learning curve.

Company Perks


• 15 Paid Time Off (PTO) days, with additional days after the first anniversary

• 9 Paid Holidays

• Employee Engagement Activities
Company Benefits

• Medical, Dental, Vision, Life, and Disability Insurance

• 401(k) Plan with company matching

• Employee Assistance Program

• Performance-based Incentives

• Pet Insurance

• Opportunities for Advancement
Newrez NOW
Our Corporate Social Responsibility initiative, Newrez NOW, empowers employees to take leadership roles in their communities through volunteering and philanthropy. With benefits such as Volunteer Time Off (VTO) days and an Employee Matching Gifts Program, employees can make a meaningful impact.
The Newrez Grants Program offers resources for employees to contribute time or financial donations.