Customer Service Supervisor

Who We AreAt Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.Primary FunctionThe Supervisor Performing Loan Servicing is responsible for managing the Performing Mortgage Inbound/Outbound Customer Service and Collections functions.Principal DutiesResponsible for maintaining a staff of approximately 10-15 employees.Provide guidance and leadership and mentor staff to develop and reinforce skills and effectiveness.Monitor inbound call production and performance results.  Ensure staff stays within defined production expectations (e.g., inbound call loop, etc.).Correct errant activity and provide feedback, when appropriate.Track daily results of work efforts to ensure required levels of production and efficiency are achieved.Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals.Address employee relations issues with staff as necessary.  Assist the audit department by performing random sample audits of account records.Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed.Monitor auto-dialer campaigns and collectors’ manual calling efforts.  This individual must be flexible and able to work different hours/shifts, if needed.Must be a good motivator, self-driven, and willing to do what it takes to “get the job done”.Cross-train in different departments (loan servicing, performing, consumer etc.).Monitor reports and reviews for the cross-functional areas (loan servicing, inbound, performing, consumer).Work with WFM Team to oversee phone skills and toll-free numbers.Monitor Paid Time Off (PTO) for team in coordination with the work schedule.Monitor daily reports and send out daily report updates to the team.Performs related duties as assigned by manager.Education and Experience Requirements High school diploma or equivalent, required.Bachelor’s degree, preferred.6+ years’ experience in finance, collections, customer service, or a related industry.Previous management experience or current participant in our internal management training series.Knowledge, Skill, and Ability Requirements Managerial skills including strong organizational, communication, and leadership skills.Ability to train and motivate employees.Ability to manage data to maximize work efforts.Excellent overall computer skills.Short learning curve.Additional Information:While this description is intended to be an accura...