MM- Customer Support Services Supervisor

Position Description:

The Customer Support Services supervisor will have the unique opportunity to manage a team of customer Support Services representatives who research and respond to a wide range of mortgage servicing requests with varied complexity. In this role, you will have the opportunity to positively impact the customer experience by motivating and coaching your team to be successful in their position and identifying opportunities for process and service improvements.

Key responsibilities Include:

• Lead a team of representatives who update accounts and complete various requests related to name changes, assumptions, and document copies.


• Ensure team members meet productivity standards and achieve service level objectives, while processing customer requests in an accurate and timely manner.


• Collaborate with business units across the organization, as needed, to appropriately address the needs of the customer and organization.


• Maintain department policies and procedures to ensure processes are documented and meet business and compliance objectives.

Position requirements:

To be considered, candidates must possess one of the following.

1. 3-5 years management experience plus a bachelor’s degree


2. In lieu of a degree, commensurate work history of 5-7 years’ experience in an operational, financial services, mortgage servicing, or corporate environment to be considered.

Qualified candidates should also possess:

• Leadership experience and interpersonal skills with the ability to motivate and develop team members to reach or exceed performance goals.


• Customer-focused problem-solving analysis and critical thinking skills


• Proven time management and organizational skills to effectively manage resources to consistently meet deadlines.


• Ability to analyze processes and make recommendations for improvement.


• Excellent written and verbal communications skills


• Proficient in Microsoft Office applications