Customer Care Supervisor

Key Responsibilities

• Reinforce confidence in CHL’s ability to provide best-in-class care in mortgage loan servicing by active and effective listening, strong problem-solving skills, and using positive language skills.
• Monitor and continually develop assigned team.
• Engage with other CHL team members as needed to fully resolve customer inquiries.
• Identify improvement opportunities both within and outside of the assigned team to mitigate future customer inquiries and improve overall customer experience.
• Regularly interact with customers to ensure full and complete resolution of customer inquiries.
• Continuously improve knowledge base and skill set to ensure maximum level of customer satisfaction and world-class customer experience.

What You’ll Need To Be Successful

• High School Diploma, GED, or equivalent experience.
• Minimum 2 + years of leading a Contact Center Team(s).
• Minimum 2 + years of experience in mortgage servicing.
• Minimum 2 + years of experience in Customer Service.
• Bi-lingual skills a plus.
• 2 + years of supervisor experience with leadership abilities.
• Strong phone etiquette while having a passion for taking care of customer needs with exceptional customer service skills.
• Strong problem-solving skills with solid analytical skills with the ability to exercise prudent judgment.
• Exceptional organization and time management a must.
• Comfortable being a team player.
• Strong interpersonal skills in addition to verbal/written communication.
• Ability to work through stressful situations professionally.
• Attention to detail.

What We Offer

• Competitive salary.
• Medical, Dental, Vision coverage.
• Accidental Death, Long-Term Disability, Short-Term Disability coverage.
• FSA, HSA.
• 401K.
• Basic Life, Voluntary Life coverage.
• Paid Parental Leave.
• Performance-based bonus based on position and department.