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Customer Service Supervisor
Summary
Title:Customer Service Supervisor
ID:1695
Department:Customer Service
Location:Greenville, SC
Description
Hours:
10:00 am- 7:00 pm Monday- Friday
Rotating Weekends

Summary:  
The Inbound Supervisor is a seasoned Customer Service Rep with prior management and mortgage experience.  This individual will be responsible for managing the Performing Mortgage Inbound Customer Service team. 
 
Responsibilities: 
  • Responsible for maintaining a staff of approximately 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 assure required levels of production and efficiency are achieved.
  • 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)
  • 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. 
Qualifications/Skills:  
  • 5+ years’ experience in finance, collections, customer service, or a related industry
  • Previous management experience or current participant in our internal management training series.
  • Managerial skills including strong organizational, communication, and leadership skills.
  • Ability to train and motivate employees.
  • Ability to manage data in order to maximize work efforts.
  • Excellent overall computer skills.
  • Short learning curve.
Educational Requirements: 
  • High school graduate, college degree preferred but not required

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