Mortgage Servicing Customer Service Assistant Supervisor in New Brighton, Minnesota at SERVION INC

Summary

The Mortgage Servicing Customer Service Assistant Supervisor supports the daily operations of the customer service team within the mortgage servicing department. This role assists with supervising staff, monitoring service quality, resolving escalated customer concerns, and ensuring compliance with company policies and mortgage servicing regulations. The ideal candidate is customer-focused, detail-oriented, and experienced in mortgage servicing operations and team leadership.

Essential Responsibilities & Duties

• Assist in supervising and supporting customer service specialists within the mortgage servicing department
• Monitor daily workflow, call quality, productivity, and service levels
• Assist with providing coaching, training, and feedback to team members
• Handle escalated borrower inquiries and resolve complex servicing issues professionally and efficiently
• Ensure compliance with federal, state, investor, and company mortgage servicing guidelines
• Support implementation of departmental procedures and process improvements
• Review customer interactions for accuracy, professionalism, and regulatory compliance
• Collaborate with other servicing departments, including escrow, loss mitigation, collections, and payment processing
• Prepare reports and maintain documentation related to team performance and operational metrics
• Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
• Use problem solving skills, paired with knowledge of Servion, Inc. Procedures to identify and communicate appropriate, accurate solutions to customers
• Perform and explain interest and product-related calculations
• Document details in a thorough, accurate manner
• Track complaint and customer account maintenance
• Meet and exceed customer satisfaction expectations
• Maintain working knowledge of systems and applications to research customer inquiries.
• All other duties as assigned.

ESSENTIAL DUTIES, KNOWLEDGE, SKILLS, ABILITIES:

Required:

• Thorough knowledge of first mortgage real estate lending practices, including federal regulatory requirements, state regulations, agency and Credit Union requirements.
• Strong communication skills
• Must be able to provide cordial customer service regardless of customer personality, presence or communication style.
• Familiarity with AllRegs
• Ability to work the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during business hours and shifts) to communicate with subordinates, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals
• Basic Excel, MS Office

Preferred:

• Experience with FNMA, GNMA, FHLMC Guidelines
• Supervisory experience in a call center environment

COMPENSATION: $21.89 - $27.11 per hour plus bonus

Servion has provided a salary range that represents its good faith estimate of what the company may pay for the position at the time of posting. The specific salary offered will be determined based on factors such as the qualifications of the selected candidate, departmental budget, internal salary equity considerations, and available market information.

General Description of Benefits:
All full-time employees are eligible for Medical Insurance, Telehealth Services, Dental Insurance, Vision Insurance, Life Insurance, Short-term Disability, Long-term Disability, Legal and Identity Theft Protection, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Participation in 401k Plan with up to 5% company match, and Variable Bonus Pay.

PREFERRED QUALIFICATIONS:

• Education: High School Diploma or GED required.
• Experience: A minimum of 2 years' experience in the mortgage industry, preferably in a call center environment.
• Licenses/Certifications: None