Customer Service Supervisor

About the role

The Customer Service Supervisor will support RoundPoint Mortgage Servicing LLC. As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions-oriented support to homeowners navigating through the homeownership journey and/or financial hardships.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance
• Provide ongoing coaching, side-by-side support, and feedback sessions to elevate team performance and skill sets
• Track team and individual performance through KPIs, call data, and reporting tools
• Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment
• Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction
• Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling
• Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed
• Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements
• Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA
• Collaborate with cross-functional departments (training, escalations, compliance) to address service-related concerns and process improvements
• Review call trends, data, and service metrics to identify areas of improvement and implement targeted solutions
• Drive continuous improvement through feedback loops, process updates, and customer insights

Requirements

• 3+ years of supervisory experience in a customer service or call center setting (required)
• Collections and Loss Mitigation experience (preferred)
• Experience with MSP and Five9 (preferred)
• NMLS License under the S.A.F.E. Act of 2008 (preferred)
• Excellent communication and customer service skills
• Excellent prioritization and time management skills
• Proficient with Microsoft Office applications

Benefits

• Competitive compensation plan
• Medical, dental, and vision insurance
• 401K plan
• Company-provided short-term disability
• Employee assistance program
• Wellness program