Job Description

Job Type

Full-time

Description

Basic Description:

The Customer Service Supervisor is responsible for leading, developing, and supporting a high-performing Customer Service team while ensuring exceptional customer experience, regulatory compliance, and operational excellence within the Servicing organization.

This is a fully remote position. We are looking to fill this position in one of the following states that we have offices in: AR, FL, IA, KS, MI, MO, NE, OK, TN, TX. There is the option for in person/hybrid if near one of our offices

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

Qualifications & Skills

• The requirements listed are representative of the knowledge, skills, and abilities necessary to perform this role successfully. Candidates must be able to perform all essential job duties satisfactorily.
• Flat Branch values individuals who demonstrate a strong work ethic, dependability, a team-oriented mindset, and a consistently positive attitude.
• Minimum of 3–5 years of customer service experience required.
• 3–5 years of mortgage customer service and/or general mortgage experience preferred.
• An equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered.

Communication & Language Skills

• 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.

Physical Requirements

• This position requires prolonged periods of sitting at a desk and working on a computer.

A Career with Ownership. A Team that Feels Like Family.

Flat Branch Home Loans offers more than a paycheck. We provide a comprehensive benefits package and a culture built around employee success, growth, and ownership.

Our benefits include health, dental, and vision coverage, a 401(k) with company Safe Harbor contributions, an Employee Stock Ownership Plan (ESOP), paid time off, paid holidays, life and disability insurance, and access to healthcare advocacy services through HealthJoy. Most importantly, you'll join a team where employees are valued, supported, and empowered to make a difference in the communities we serve.