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Customer Care Supervisor

New American Funding

This is a Full-time position in Austin, TX posted June 7, 2021.

The Customer Care Supervisor is responsible for the day-to-day activities of the Customer Care Team.

The Customer Care Supervisor has no direct reports and reports to the Customer Care Manager.

The Supervisor provides development, direction, and guidance to all team members to accomplish department objectives.

The Customer Care Supervisor uses various coaching techniques to maximize associate’s performance with a strong focus on development of superb servicing skills, procedural knowledge, and product knowledge.

The Customer Care Supervisor also makes recommendations and assists in the development of operational directives and procedures to improve customer satisfaction and increase operational efficiencies.

The Customer Care Supervisor oversees the efforts of our Customer Care Specialists in ‘…going the extra mile to ‘wow customers’, make them feel that their concerns are important and to engage customers to learn about their financial challenges and how we can help.

The Customer Care Supervisor is also responsible for training staff, establishing goals, ensuring that work is completed according to established standards and procedures, and other duties as assigned.Supervises daily call center operations of Customer Care Team, ensuring compliance with department policies and procedures, applicable government and investor guidelines and ensuring that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;Coordinates work activities to achieve the volume expected to meet operational requirements;Provide floor support to answer questions from Associates;Manages incoming mail, email and other borrower correspondence;Provides feedback to senior management on issues negatively impacting compliance with servicing guidelines and regulations;Documents Associate call trends, errors skill deficiencies and provides feedback and training.

Conduct side by sides and review Quality Call Monitoring results with Associates;Completes and maintains individual performance plans for each direct report.

Meet regularly to set goals and provide training to ensure personal and professional development;Receives, answers and resolves escalated issues from Specialists and customers;Ensures that customer inquiries received via phone call and written correspondence, regarding the customer’s home mortgage, are handled within established CFPB Servicing Guidelines;Participates in Department Goal Setting with senior management;Serves as aa ‘subject matter expert’ (SME) on mortgage servicing processes, procedures and internal/external resources;Analyze daily workflow to ensure efficiency and complete of assigned work;Prepare and monitor departmental process reports on a daily, weekly, monthly and annual basis;Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.Other duties may be assigned.Must work well under pressure, meeting multiple and sometimes conflicting deadlines.Must have demonstrated ability to collaborate and work well with others;Must have demonstrated ability to achieve goals;Excellent verbal and written communication and listening skills;Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;Knowledge of MSP, with at least (2) years recent experience working with MSP;Good business writing and math skills; Analytical and organized; Strong PC skills.

Must be proficient in MS Windows, MS Outlook and MS Office Suite.

MS VISIO and MS SharePoint experience a plus.Bilingual (English/Spanish) a plus.Education/Experience: (4+) years’ experience in a Customer Service Call Center.

Mortgage industry Call Center experience preferred;Bachelor’s Degree or combination of education and experience that provides the necessary skills and knowledge to perform the essential job functionsWork Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually quiet.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to lift up to ten pounds.

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.

VISION: See in the normal visual range with or without correction.

HEARING: Hear in the normal audio range with or without correction.EOE/M/F/D/V.

Drug-free workplace.Work Authorization:Must be able to verify identity and employment eligibility to work in the U.S.


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