Customer Service Supervisor

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 Customer Service Supervisor will support RoundPoint Mortgage Servicing LLC. As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions-oriented support to homeowners navigating through the homeownership journey and/or financial hardships.

Job Responsibilities:

• Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance
• Provide ongoing coaching, side-by-side support, and feedback sessions to elevate team performance and skill sets.
• Track team and individual performance through KPIs, call data, and reporting tools
• Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment.
• Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction.
• Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling.
• Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed.
• Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements.
• Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA
• Collaborate with cross-functional departments (training, escalations, compliance) to address service-related concerns and process improvements.
• Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions.
• Drive continuous improvement through feedback loops, process updates, and customer insights.

Qualifications and Skills:

• 3+ years of supervisory experience in a customer service or call center setting, required.
• Collections and Loss Mitigation experience, preferred.
• Experience with MSP and Five9, preferred.
• NMLS License under the S.A.F.E. Act of 2008, preferred.
• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Proficient with Microsoft Office applications.

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.