Customer Resolution Supervisor

Description

Customer Resolution Supervisor will have the skills and techniques relative to the collection and loss mitigation of past-due residential mortgage loans, for the purpose of reducing delinquency. They will be responsible to managing a team of agents in meeting and exceeding expected KPI’s and coaching and training them on a daily basis. At Servbank, it is important to understand each borrower’s personal situation and make appropriate recommendations and arrangements to avoid future defaults, while educating the borrower on the process of a delinquent loan. All employees of Servbank are expected to provide quality customer service and maintain high ethical standards when serving our clients.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Duties and Responsibilities:

• Coaching and developing team Customer Resolution Specialists skills in improve performance metrics.
• Supervising team use of MSP/Sime/5/9 , to ensure management of their time wisely working DQ accounts ranging from Pre30 days past due through 90+ days past due.
• Manage inbound and outbound calling queues via automated calling system.
• Live the core values on a daily basis set by Servbank.
• Other assignments as assigned on a daily / monthly basis within the Customer Resolution Department.

Requirements

Experience and Skills

• Minimum two years of experience in a call center collection/customer service/mortgage servicing operations position.
• Excellent oral and written communication skills
• Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.)
• Familiarity with Investors’ and PMI practices
• Residential and consumer product knowledge
• Loan servicing knowledge (investor, escrow, payoff, cashiering, ARM, etc.)
• Strong negotiating skills
• Ability to work independently
• Goal oriented
• Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, MI, and various other investor/insurer loss mitigation requirements.

Education Bachelor’s Degree in business related field or a combination of education and required minimum experience in a collection call center/customer service/mortgage servicing environment.

EEO Statement: We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.