Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Fully remote position; in-person/hybrid option if near one of the listed offices (AR, FL, IA, KS, MI, MO, NE, OK, TN, TX).
- Health coverage
- Dental coverage
- Vision coverage
- 401(k) with company Safe Harbor contributions
- Employee Stock Ownership Plan (ESOP)
- Paid time off
- Paid holidays
- Life and disability insurance
- Access to healthcare advocacy services through HealthJoy
- A team where employees are valued, supported, and empowered to make a difference in the communities we serve.
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