Customer Service Supervisor - Remote

Overview

LoanCare is now hiring Full-Time Remote Customer Service Supervisor to join our expanding team. 

The shift currently being offered is a 10am-7pm EST w/ Rotating Saturdays.

 

We are seeking to fill the role of Customer Service Supervisor – Remote. The ideal candidate thrives in a fast-paced environment, excels in employee development, and enjoys collaborating with clients and internal business partners to achieve the best outcomes for homeowners. 

Responsibilities

• Supervise the performance of Call Center Teams to ensure Customer Experience Specialists meet or exceed performance standards by reviewing all relevant daily, weekly, and monthly reports. • Manage daily operations of the customer service team and provide feedback by monitoring all correspondence, including chats and emails. • Oversee, mentor, advise, and develop Customer Experience Specialists while consistently upholding professional conduct and respect. • Analyze quality monitoring reports to identify and address employee development opportunities. • Manage administrative tasks related to Human Resources, including scheduling, processing time off reports, conducting performance reviews, ensuring timecard accuracy, and handling disciplinary actions. • Ensure thorough and precise documentation of all employee interactions / meetings and records. • Monitor and manage operational risks by ensuring key controls are effectively implemented. • Maintain expert knowledge in the Fair Credit Reporting Act guidelines. • Regularly review and comprehend departmental policies, procedures, training, communications, workflows, performance impacts, and implementation of new processes/strategies affecting the Call Center. • Handle escalated calls as needed and investigate / resolve customer complaints as applicable,while maintaining accurate reporting logs. • All other duties as assigned.

Qualifications

• High School Diploma or equivalent required. • Understanding of mortgage servicing: escrow, taxes, payment application. • Must be flexible, organized, and able to effectively manage time to prioritize daily assignments/priorities. • Proven leadership or managerial experience. • Expert and proven knowledge of customer service principles and practices.

• Analytical ability to apply data and information to all processes and solutions. • Ability to provide consistent engagement in customer and brand experience. • Excellent verbal and written communication skills. • Excellent interpersonal communication skills. • Excellent attention to detail and accuracy. • Excellent analytical ability to detect problems in workflow. • Ability to work with determination while conducting research and awaiting results. • Ability to react effectively to change and manage other essential tasks as assigned. • Ability to multitask while meeting strict timelines and deadlines. • Ability to troubleshoot complex issues and deliver results quickly. • Highly advanced mortgage product knowledge required.

 

Desired Skills and Qualifications • Bachelor's degree. • 5 years of supervisory experience, preferably in a call center. • Understanding of Home Equity Line of Credit (HELOC) servicing.

 

About Remote Employment 

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.   

 

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

 

 

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.