Supervisor - Customer Service (On-site)

6 months ago

Houston, United States Newrez Full time

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. Company Perks
• 15 Paid Time Off (PTO) days and 18 after 1st anniversary
• 9 Paid Holidays
• Employee Engagement Activities
 Company Benefits :
• 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 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

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