Customer Care Supervisor

About the role

The Customer Care Supervisor is responsible for the day-to-day team management, on-going training, and mentoring of agents.

Responsibilities

• Create and/or maintain policy in accordance with FDCPA, FCRA, and CFPB guidelines.
• Approve letters to be sent to the borrower and/or agent of the borrower.
• Answer escalated calls and work to resolve borrower issues in a professional and courteous manner.
• Review call monitoring scores and offer employee mentoring.
• Approve employee time off requests and timecard corrections.
• Provide direction and training to Customer Care agents on loan level details.
• Responsible for meeting legal requirements and following internal policies.
• Assist with any projects assigned.

Competencies / Skills

• Customer/Client Focus
• Problem Solving/Analysis
• Time Management
• Teamwork Orientation
• Excellent interpersonal skills
• Strong Verbal Communication skills

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Education and Experience

• 1–2 years management experience
• 5 years Customer Service Experience
• Knowledge of Mortgage Loan Servicing
• Proficient with Word, Excel, Internet
• Proficient with PC
• Ability to multi-task, prioritize effectively and efficiently

Benefits

• Competitive compensation and full benefits package including medical, dental, and vision
• 100% company-paid life insurance and disability coverage
• 401K with company matching
• 17 days PTO (increases with tenure) and 9 company-paid holidays
• Professional but fun, casual work environment and great team culture

About BSI Financial

Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible. BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.