Customer Service Supervisor

🔥 0 minutes ago

🐊 Florida, Iowa, +7 more states – Remote

🐊 Florida – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🌾 Nebraska – Remote 🌪️ Oklahoma – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Flat Branch Home Loans

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

💸 Finance

🏠 Real Estate

Finance • Real Estate

Flat Branch Home Loans is a consumer mortgage lender and division of Flat Branch Mortgage Inc that provides a variety of home loan products and tailored mortgage processes for homebuyers and homeowners. The company emphasizes a local, family-oriented client experience while leveraging broader industry resources; it offers tools such as a home loan calculator, a mobile mortgage app, access to loan officers, online payment and application options, and highlights community giving through "The Giving Branch. " Flat Branch is an Equal Housing Lender and lists its NMLS number (224149) and licensing information.

📋 Description

• Lead, develop, and support a high-performing Customer Service team • Ensure exceptional customer experience, regulatory compliance, and operational excellence within the Servicing organization • Coach, mentor, and develop Customer Service team members • Monitor call volume patterns, customer complaints, and interaction trends • Resolve highly escalated customer inquiries, including CFPB and other regulatory-agency complaints • Collaborate with Servicing Management to identify process inefficiencies and system gaps • Prepare, analyze, and present monthly interaction, volume, performance, and quality metrics • Develop, maintain, and refine KPIs aligned with industry best practices and organizational goals • Ensure customer interactions, correspondence, tasks, and email communications comply with company policies and regulations • Partner with management on workforce planning, forecasting, and staffing analysis • Investigate issues, identify root causes, and implement solutions • Maintain compliance with CFPB, RESPA, GLBA, FDCPA, and other applicable regulations • Participate in mortgage industry training, regulatory updates, and professional development • Collaborate with Human Resources on employee relations, performance management, and personnel issues • Assess staffing needs and recommend process improvements • Lead team meetings and one-on-one coaching sessions • Participate in cross-functional initiatives and departmental projects • Recruit, interview, and hire Customer Service team members • Perform additional duties and projects as assigned

🎯 Requirements

• Minimum of 3–5 years of customer service experience required • 3–5 years of mortgage customer service and/or general mortgage experience preferred • Equivalent combination of education, experience, and training providing the required knowledge, skills, and abilities will be considered • Ability to speak, read, and write effectively in English required • Proficiency in Spanish or other languages is a plus • Strong spelling, grammar, and written communication skills • Ability to read and comprehend simple instructions, short correspondence, and memos • Ability to write clear, concise correspondence • Ability to effectively present information in one-on-one and small group settings • Regular email communication required • Must be able to perform all essential job duties satisfactorily • Ability to work prolonged periods sitting at a desk and working on a computer • Must reside in AR, FL, IA, KS, MI, MO, NE, OK, TN, or TX; in-person/hybrid option available near a company office

🏖️ Benefits

• Health, dental, and vision coverage • 401(k) with company Safe Harbor contributions • Employee Stock Ownership Plan (ESOP) • Paid time off • Paid holidays • Life and disability insurance • Healthcare advocacy services through HealthJoy • Employee success, growth, and ownership culture

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