Customer Service Supervisor

Supervisor Performing Loan Servicing Primary Function

The Supervisor Performing Loan Servicing is responsible for managing the Performing Mortgage Inbound/Outbound Customer Service and Collections functions.

• Responsible for maintaining a staff of approximately 10-15 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).
• Correct errant activity and provide feedback, when appropriate.
• Track daily results of work efforts to ensure required levels of production and efficiency are achieved.
• Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals).
• 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.
• 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 cross‑functional areas (loan servicing, inbound, performing, consumer).
• Work with WFM Team to 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 manager.

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 6+ years of experience in finance, collections, customer service, or a related industry.
• Previous management experience or current participant in our internal management training series.

• 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.

All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) retirement plan with employer match
• Paid maternity leave, parental bonding leave, caregiver leave, adoption assistance
• Tuition and certification reimbursement
• Employee mortgage loan program
• Newrez Employee Emergency and Disaster Fund
• Newrez NOW:
  Corporate Social Responsibility program with volunteer time off, matching gifts program, access to grants and nonprofit resources.

We’re proud to be an equal opportunity employer—celebrating our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Different makes us better.