Customer Solutions Manager

Accountabilities

• Oversee customer-focused operations
• Lead department performance
• Ensure compliance with industry regulations and service standards
• Review consumer complaints and responses
• Handle consumer information requests
• Prepare and deliver monthly consumer request trend reports
• Maintain accurate investor reporting records
• Establish departmental procedures, controls, workflows, and operational standards
• Define performance metrics and goals for teams
• Monitor progress and drive accountability
• Support customer service teams with escalated issues
• Prepare required reports for regulatory and government agencies
• Maintain current knowledge of mortgage servicing regulations and compliance requirements
• Manage internal tracking systems, workflows, and operational processes
• Allocate work assignments and oversee department productivity
• Conduct quality control reviews and identify opportunities for process improvements
• Develop annual budgets, departmental goals, and operational expectations
• Manage external vendors and service providers
• Create, update, review, test, maintain, and communicate department policies and procedures
• Deliver training and guidance to ensure consistent execution of processes and standards

Requirements

• Experienced customer operations leader with strong understanding of mortgage servicing, regulatory compliance, and team management
• Excellent communication skills, sound judgment, and ability to manage complex operational challenges
• 8+ years of customer service experience, preferably within mortgage servicing or mortgage banking
• 5+ years of management or leadership experience preferred
• Strong knowledge of mortgage lending and servicing operations
• Understanding of state and federal laws and regulations related to mortgage and consumer lending
• Experience managing workflows, staffing requirements, operational costs, and performance metrics
• Ability to prepare operating budgets and analyze financial variances
• Strong analytical skills with ability to use data to solve operational challenges
• Excellent leadership skills with experience coaching, developing, and motivating teams
• Strong decision-making and problem-solving abilities
• Able to prioritize effectively, manage deadlines, and work independently
• Strong collaboration skills with ability to build effective relationships across teams
• Excellent written, verbal, and interpersonal communication skills
• Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint
• Able to maintain confidentiality and handle sensitive customer information

Benefits

• Competitive annual compensation range of $64,800 - $121,500, depending on qualifications, skills, experience, and other factors
• Remote work flexibility with company-provided equipment
• Medical, dental, vision, life, and disability insurance options
• Paid holidays, vacation time, and sick leave
• 401(k) plan with company matching contributions
• Employee stock purchase plan
• Wellness programs, including mental health resources and wellness initiatives
• Discounts on gym memberships, pet insurance, and employee purchasing programs
• Tuition reimbursement opportunities supporting professional development
• Career growth opportunities within a collaborative and supportive environment
• Opportunity to make a meaningful impact by improving customer experiences and operational outcomes