Top 33 customer service manager mortgage Jobs

Customer Experience Lead
Click n’ Close, Inc. —Addison, TX
- Weekends as needed
- Background check
- Spanish
- Microsoft Outlook
- Health savings account
- Health insurance
Quick Apply
Sr. Account Executive - Remote Possible
ServiceMac, LLC —North Carolina
- $97,700 - $130,300 a year
- Full-time
- Remote
- Research
- 8 years
- Analysis skills
- Employee stock purchase plan
- Health insurance
Quick Apply
7d
Manager, Portfolio Performance and Oversight
Point Digital Finance, Inc. —Remote
- $97,850 - $128,100 a year
- Remote
- 5 years
- Finance
- Analysis skills
- Paid parental leave
- Health savings account
Quick Apply
7d
Personal Lines Account Manager /Customer Service Rep- Movement Insurance
Movement Mortgage —Fort Mill, SC
- $40,000 - $55,000 a year
- Full-time
- Mid-level
- Bachelor's degree
- Critical & Intensive Care
- Health savings account
- Paid holidays
Sr. Account Executive - Remote Possible
First American Financial Corporation —Fort Mill, SC
- Remote
- Research
- 8 years
- Analysis skills
- Employee stock purchase plan
- Health insurance
6d
CX Coach
United Wholesale Mortgage —Pontiac, MI
- Full-time
- Classroom
- Mid-level
- High school diploma or GED
- Paid training
- Health insurance
Director Operations
SPS —Salt Lake City, UT
- 5 years
- Analysis skills
- Bachelor's degree
Quick Apply
Customer Care Supervisor
Cornerstone Servicing —Englewood, CO
- $55,000 - $65,000 a year
- Bilingual
- Mid-level
- Office
- Paid parental leave
- Health savings account
Customer Resolution Intake Supervisor
Two Harbors Investment Corp. —Fort Mill, SC
- Weekends as needed
- Ability to walk for extended periods
- Mid-level
- Office
14d
Customer Service Supervisor
Two Harbors Investment Corp. —Coppell, TX
- Weekends as needed
- Ability to walk for extended periods
- Mid-level
- 3 years
Senior Customer Experience Manager - Technology
Movement Mortgage —Indian Land, SC
- $115,000 - $130,000 a year
- Full-time
- Office
- Bachelor's degree
- Critical & Intensive Care
- Health savings account
- Paid holidays
Call Center Quality Analyst
Virginia Housing Development Authority —Richmond, VA
- $54,000 - $72,500 a year
- Full-time
- Hybrid work
- Background check
- Spanish
- English
- Free parking
20h
Sr. Workforce Management
Selene Finance LP —Dallas, TX
- Full-time
- 3 years
- Organizational skills
- Senior level
- Health savings account
- Paid holidays
Quick Apply
3d
Customer Advocacy Lead - Executive Office Escalations
First American Financial Corporation —Maryland
- Research
- 8 years
- Analysis skills
- Employee stock purchase plan
- Health insurance
8d
Mortgage Servicing Customer Service Assistant Supervisor
SERVION INC —New Brighton, MN
- $21.89 - $27.11 an hour
- Full-time
- Mid-level
- High school diploma or GED
- Supervising experience
- Disability insurance
- Health insurance
Quick Apply
8d
Supervisor, Homeowner Advocacy- Review Team
Newrez —Coppell, TX
- Full-time
- Microsoft Word
- Microsoft Access
- 6 years
- Paid parental leave
- Health savings account
7d
Client Services Lead (Signature Closers)
Stewart Title Guaranty Company —Texas
- Online Application
- Mid-level
- 8 years
- High school diploma or GED
- Employee stock purchase plan
- Health insurance
3d
Loan Originator Success Manager
C2 Financial —San Diego, CA
- $75,000 - $140,000 a year
- Full-time
- Office
- Bachelor's degree
- Experience equivalent to degree accepted
- Paid holidays
- Health insurance
Quick Apply
23h
Manager- Mortgage Correspondence
MidFirst Bank —Oklahoma City, OK
- 5 years
- Research
- Office
3d
Customer Experience Supervisor
First Horizon Bank —Orlando, FL
- Mid-level
- Bachelor's degree
- Mentoring
- Wellness program
- Health savings account
3d

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Customer Experience Lead

Click n’ Close, Inc. -
Addison, TX

Quick Apply

Job Details

Full-time

Benefits

Health savings account
Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Parental leave
Employee assistance program
Vision insurance
401(k) matching
Life insurance
Referral program
Retirement plan

Qualifications

Spanish
Microsoft Outlook
Interpersonal skills
English
Windows
High school diploma or GED

Full Job Description

Customer Experience Lead Job Description

Job Title: Customer Service Lead

Location: Addison

Hours: 9:00 am – 6:00 pm M-F; 8:00 am – 12:00 pm Sat.

Summary: The Customer Experience Lead is the primary point of contact for customers that have existing loans with Click n’ Close, Inc. The Customer Experience Lead is responsible for inbound and outbound calls regarding mortgage questions involving taxes, hazard insurance (flood, PMI), escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs (satisfactions). The Specialist will receive inbound calls, mail, email and other borrower correspondence and will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). The Lead will coach borrowers on the best ways to bring their loan current through various repayment and workout options. The goal being to find a resolution that fits each borrower's circumstance. The Lead is expected to analyze verbal and written requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

Essential Duties and Responsibilities:

Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;
Initiates "early delinquency" contact with borrower to discuss the reason for the delinquency and determine the borrower’s financial ability, intent and recommend appropriate retention solutions, when appropriate;
Lead departmental staff. Provide guidance and effective training and cross-training to enhance efficiency and productivity of collections workflow and ensure that departmental objectives are met.
Coach and counsel 10-12 team members to achieve desired performance results.
Create, grade and maintain QC processes for internal processes
Ensure team goals are attained. Devise and maintain effective reporting/monitoring mechanisms to ensure high productivity
Assists borrower with late charge waiver requests and other loan maintenance requests;
Properly documents each customer interaction in the Mortgage Servicing operating system;
Performs follow-up and research tasks to ensure problem resolution;
Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing;
Provide excellent customer service in a consistent and professional manner
Completes daily work activities to meet operational requirements and goals;
Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.
Other duties may be assigned.
Manages difficult or emotional customer situations

Job Competencies:

Ability to work in a high volume, fast paced environment;
Must work well under pressure, meeting multiple and sometimes conflicting deadlines;
Must have demonstrated ability to collaborate and work well with others;
Must have demonstrated ability to achieve goals;
Must have demonstrated ability and skillset to provide exceptional customer service;
Excellent verbal and written communication and listening skills;
Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage servicing industry;
Current knowledge of Mortgage Servicing operating systems and resources; LoanServ experience a plus
Good business writing and math skills;
Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.
Bilingual (English/Spanish) a plus.
Must have strong communication skills

Education/Experience:

The ideal candidate will have (2+) years' experience in a Mortgage Servicing industry Customer Service Call Center; History of reliable attendance; Ability to work a schedule that includes some weekends; must be able to pass background investigation; High school diploma or equivalent required, bachelor's degree preferred.

Physical Demands:

Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

Job Type: Full-time

Experience:

Mortgage Servicing Call Center: 2 years (Required)
Minimum 1 year experience in a management /supervisory position desired. Preferably in a call center environment.

Education:

High school or equivalent (Required)

Language:

English

Bilingual (English/Spanish) a plus.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Click n’ Close, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Referral program
Retirement plan
Vision insurance

Work Location: In person

Quick Apply

Refine Your Search

customer service manager mortgage jobs

Customer Experience Lead

Sr. Account Executive - Remote Possible

Manager, Portfolio Performance and Oversight

Personal Lines Account Manager /Customer Service Rep- Movement Insurance

Sr. Account Executive - Remote Possible

CX Coach

Director Operations

Customer Care Supervisor

Customer Resolution Intake Supervisor

Customer Service Supervisor

Senior Customer Experience Manager - Technology

Call Center Quality Analyst

Sr. Workforce Management

Customer Advocacy Lead - Executive Office Escalations

Mortgage Servicing Customer Service Assistant Supervisor

Supervisor, Homeowner Advocacy- Review Team

Client Services Lead (Signature Closers)

Loan Originator Success Manager

Manager- Mortgage Correspondence

Customer Experience Supervisor

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