AVP of Customer Service

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The AVP of Customer Service will support RoundPoint Mortgage Servicing LLC. The AVP – Customer Service is responsible for providing strategic leadership and operational oversight and performance management for all facets of Customer Service. This role reports directly to the VP of Customer Service to advance the department’s strategic vision, drive operational excellence, and ensure the delivery of consistently exceptional, customer-centric experience. This leader is expected to balance strategic thinking with hands-on operational leadership, translating business priorities into actionable plans, measurable results, and sustainable improvements.

The AVP will lead and develop high-performing teams fostering a culture of accountability, professionalism, continuous improvement, and customer advocacy. This includes establishing and reinforcing clear expectations for employee conduct, communication, service delivery, and leadership accountability to ensure every customer interaction reflects RoundPoint’s commitment to excellence.

Job Responsibilities:

• Customer Experience and Professional Standards
  • Championing a customer-centric culture that prioritizes customer needs, demonstrates empathy and ownership, and delivers clear, accurate, and professional service throughout the customer journey.
  • Establish, communicate, and reinforce consistent expectations for professionalism, communication, call handling, issue resolution, and overall customer experience.
  • Ensure accountability for meeting established service standards, demonstrating appropriate judgment, and representing RoundPoint positively in every customer interaction.
  • Ensure customer feedback, complaints, quality findings, and interaction trends are evaluated for opportunities to improve service delivery, strengthen employee capabilities, and prevent recurring issues.
  • Partner with Quality Assurance, Training, Compliance, and other stakeholders to identify performance trends, strengthen coaching practices, and close knowledge or execution gaps.
  • Drive consistency in customer experience across teams, locations, channels, and servicing functions, reinforcing the expectation that customer service excellence is a shared responsibility.
•  Leadership, Talent Development, and Accountability
  • Build, coach, motivate, and develop high-performing leaders and teams that reflect RoundPoint’s core values and customer-first culture.
  • Establish clear expectations for leadership ownership, employee development, performance management, and accountability at every level of the organization.
  • Develop leaders who can effectively coach employees, interpret performance data, address conduct and quality concerns, and deliver sustainable results with appropriate oversight.
  • Foster a culture of collaboration, transparency, continuous learning, and professional growth while maintaining high standards for execution and results.
  • Identify talent, succession, and development opportunities to strengthen the leadership pipeline and prepare the department for future growth.
  • Ensure leaders proactively address performance deficiencies, recognize strong performance, and consistently apply established policies, procedures, and performance standards.
  • Support organizational alignment and change initiatives through clear communication, stakeholder engagement, leadership development, and effective transition planning.
•  Strategic Leadership and Partnership
  • Provide oversight for Customer Service, Collections, and Default-related call types, ensuring operational performance aligns with established service levels, business objectives, and investor expectations.
  • Establish, monitor, and drive accountability for key performance indicators, including customer experience, service levels, call quality, productivity, collection effectiveness, and operational efficiency.
  • Analyze performance trends, identify root causes of performance gaps, and develop targeted strategies to improve results and sustain operational excellence.
  • Drive a proactive performance management culture in which leaders understand their results, take ownership of outcomes, and implement timely corrective actions when expectations are not met.
  • Leverage analytics, reporting, and operational insights to inform decisions, prioritize resources, improve employee performance, and measure the effectiveness of departmental initiatives.
  • Evaluate existing processes, workflows, staffing models, and controls to identify opportunities for increased efficiency, scalability, consistency, and effectiveness.
  • Champion continuous improvement through process optimization, standardization, automation, and the thoughtful adoption of emerging technologies.
•  Operational Performance and Continuous Improvement
  • Provide oversight for Customer Service, Collections, and Default-related call types, ensuring operational performance aligns with established service levels, business objectives, and investor expectations.
  • Establish, monitor, and drive accountability for key performance indicators, including customer experience, service levels, call quality, productivity, collection effectiveness, and operational efficiency.
  • Analyze performance trends, identify root causes of performance gaps, and develop targeted strategies to improve results and sustain operational excellence.
  • Drive a proactive performance management culture in which leaders understand their results, take ownership of outcomes, and implement timely corrective actions when expectations are not met.
  • Leverage analytics, reporting, and operational insights to inform decisions, prioritize resources, improve employee performance, and measure the effectiveness of departmental initiatives.
  • Evaluate existing processes, workflows, staffing models, and controls to identify opportunities for increased efficiency, scalability, consistency, and effectiveness.
  • Champion continuous improvement through process optimization, standardization, automation, and the thoughtful adoption of emerging technologies.
  • Oversee the development, maintenance, and execution of departmental policies and procedures (P&Ps), operational guidance, and process documentation. Ensure updates are communicated clearly and consistently across the department, with timely execution of department-wide communications to support operational alignment, regulatory compliance, leadership awareness, and consistent application of expectations.
    

Qualifications and Skills:

• Minimum of four years of successful call center supervisory or management experience, with demonstrated progression in leadership responsibility, required.
• Strong background in call center customer service operations, preferably within mortgage servicing or a similarly regulated financial services environment, required.
• Deep understanding of FHA, USDA, VA, and Government-Sponsored Enterprise (GSE) servicing requirements.
• Strong knowledge of call center operations, telephony systems, performance management, and loss mitigation processes.
• Demonstrated ability to analyze operational data, identify performance opportunities, develop strategies, and drive measurable results.
• Proven ability to lead change, improve processes, and translate strategic priorities into operational execution.
• Demonstrated commitment to customer-centric service, employee professionalism, and consistent accountability for performance and conduct.
• Strong leadership, coaching, employee development, and relationship-building capabilities.
• Exceptional written and verbal communication skills, with the ability to influence stakeholders, communicate strategic direction, and navigate complex business challenges.
• Ability to collaborate effectively across departments, locations, and levels of leadership while maintaining a positive, solutions-oriented approach.
• Strong working knowledge of ICE systems, BITB, and Microsoft Office applications.
• Ability to adapt to changing business needs, manage competing priorities, and support a growing organization.
• Flexibility in scheduling as required by business needs.
• Bachelor’s degree in business administration, Management, Finance, or a related field.
• Lean, Six Sigma, or other process improvement certification, preferred.
• Experience in Loss Mitigation Operations, preferred.
• Experience leading multi-site or large-scale call center operations, preferred.
• Demonstrated success leading strategic initiatives, operational transformations, technology implementations, or customer experience improvement programs, preferred.
• Experience developing performance management frameworks, leadership accountability practices, and scalable operational processes, preferred.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.