Hybrid 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 the team.
• 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.
• The ability to understand complex problems and to collaborate and explore alternative solutions.
• The ability to make decisions that have moderate impact on the immediate work unit.
• The ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
• The ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• The ability to communicate with individuals utilizing a telephone; requires ability to hear and speak effectively on the telephone.
• The ability to compose letters, outlines, memoranda, and basic reports and/or to orally communicate technical information.
• The ability to organize and prioritize work schedules of others on short-term basis.
• The ability to coach associates in performance and production.
• The ability to articulate the core needs of staff and communicate needs to the business unit.

Our 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. To learn more, visit: www.carringtonmortgage.com.

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.
• Education reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information, visit: carringtoncf.org.