Customer Service Supervisor

Flat Branch Home Loans seeks a Customer Service Supervisor to lead, develop, and support its Customer Service team within the Servicing organization. The role focuses on customer experience, regulatory compliance, operational excellence, and team performance.

Responsibilities:

• Coach, mentor, and develop Customer Service team members to enhance performance, engagement, and career growth
• Monitor call volume patterns, customer complaints, and interaction trends to proactively mitigate risk and improve the customer experience
• Resolve highly escalated customer inquiries, including complaints submitted to the Consumer Financial Protection Bureau (CFPB) and other regulatory agencies
• Collaborate with Servicing Management to identify process inefficiencies or system gaps and recommend effective, sustainable solutions
• Prepare, analyze, and present monthly metrics related to interaction types, volumes, performance trends, and quality outcomes to management
• Develop, maintain, and refine Key Performance Indicators (KPIs) aligned with industry best practices and organizational goals
• Ensure all customer interactions, correspondence, tasks, and email communications adhere to company policies, procedures, and compliance requirements
• Partner with management on strategic workforce planning, forecasting, and staffing analysis for the Customer Service Department
• Proactively investigate issues, identify root causes, and implement creative solutions independently and collaboratively
• Maintain compliance with all applicable regulations, including CFPB, RESPA, Gramm-Leach-Bliley Act (GLBA), and FDCPA
• Participate in ongoing mortgage industry training, regulatory updates, and professional development initiatives
• Collaborate with Human Resources to address employee relations matters, performance management, and personnel issues
• Assess staffing needs and recommend process improvements, coordinating next steps with management
• Lead regular team meetings and one-on-one coaching sessions to review quality control scores, performance metrics, and development goals
• Participate in and contribute to cross-functional initiatives and departmental projects
• Recruit, interview, and hire Customer Service team members for the Servicing department
• Perform additional duties and projects as assigned

Requirements:

• Minimum of 3–5 years of customer service experience required
• An equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
• Ability to speak, read, and write effectively in English is required
• proficiency in Spanish or other languages is a plus
• Must be able to read and comprehend simple instructions, short correspondence, and memos; write clear, concise correspondence; and effectively present information in one-on-one and small group settings with customers, coworkers, and other employees
• Regular communication via email is required; strong spelling, grammar, and written communication skills are essential
• 3–5 years of mortgage customer service and/or general mortgage experience preferred