Customer Service Supervisor

As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions-oriented support to homeowners navigating through the home ownership journey and/or financial hardships.

This role balances customer-centric leadership with strategic oversight of the customer experience, collections, loss mitigation, and default servicing activities. You will help foster a culture that centers on the customer, drives team performance, and upholds regulatory excellence – ensuring every homeowner receives a fair, respectful, and meaningful experience.

• Hire, train, and develop a high‑performing team of Customer Service Specialists focused on delivering excellence in both service and compliance
• Provide ongoing coaching, side‑by‑side support, and feedback sessions to elevate team performance and skill sets.
• Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement.
• Track team and individual performance through KPIs, call data, and reporting tools
• Motivate team members to exceed service, compliance, and performance targets in a dynamic call centre environment.
• Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction.
• Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling.
• Monitor call centre metrics, productivity, and quality of service, providing feedback and performance coaching as needed.
• Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements.
• Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA
• Collaborate with cross‑functional departments (training, escalations, compliance) to address service‑related concerns and process improvements.
• Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions.
• Drive continuous improvement through feedback loops, process updates, and customer insights.

• 3+ years of supervisory experience in a customer service or call centre setting.
• Proven leadership skills with the ability to develop talent, coach for results, and foster team morale.
• High School Diploma or GED required
• Exceptional verbal and written communication skills with a service-first approach.
• Demonstrated ability to resolve customer issues with empath, clarity, and speed.
• Ability to work flexible hours, including evenings and weekend, as required.
• Strong accountability and commitment to delivering both compliance and customer satisfaction.
• Microsoft Suite

• Mortgage servicing, Collections and loss mitigation
• College Degree preferred
• MLO Licensing
• Experience with MSP and Five9

We serve people, not just accounts.

We’re here to help customers through one of life’s biggest journeys – and we take that responsibility seriously. We believe in growing together, solving problems with heart, and celebrating wins along the way!

Our team is driven by six core values:
Aim high – we deliver excellence in everything we do, stay focused – we innovate and evolve by overcoming obstacles, take action – we are empowered to impact our company’s performance, follow through – we hold each out accountable, and we say what we’re going to do and do what we say, all in – we are trusted partners for our customers every step of the way, and we care – we prioritize our people,…