Customer Service Supervisor, CMS

What You’ll Do

• Supervise the entire operation of a unit within the Customer Service Department.
• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Ensure that corporate standards are communicated and consistently applied throughout the unit.
• Review the unit’s daily productivity report and utilize monitoring systems to effectively evaluate and impact performance.
• Aid in answering escalated borrower inquiries and answer complex/general questions from team members.
• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.
• Train, educate, assist, and motivate employees to meet and exceed set performance goals.
• Create and maintain a motivating and positive working environment.
• Monitor real-time key performance metrics (KPIs) to ensure proper coverage and identify continuous improvement opportunities.
• Conduct team meetings to ensure the team is current on company’s policies, procedures, and address training opportunities.
• Perform other duties as assigned.

What You’ll Need

• A high school diploma or equivalent work experience.
• Three (3) plus years’ customer service/call center experience in a high-volume telephone contact environment.
• Two (2) years or more Mortgage Loan Servicing industry experience preferred.
• Intermediate MS Office skills.

Pay & Benefits

The target pay range for this position is $64,480.00/yr to $74,480.00/yr plus monthly incentive bonus.

About the Company

Carrington Mortgage Services is part of The Carrington Companies, which provides integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate.

What We Offer

• Comprehensive healthcare plans for you and your family.
• A discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.