Customer Service Manager

Job Type Full-time Description

Basic Description:

The Customer Service Manager is responsible for leading, mentoring, and assisting the customer service team within Flat Branch Mortgage’s Servicing Department. This role ensures the team effectively handles daily tasks, including answering phone calls, addressing customer inquiries, and resolving mortgage loan and payment issues. A key part of this position is providing guidance to team members on helping customers facing hardships.

This person will also oversee special loans functions as they relate to loan servicing. These functions include partial lien releases, loan assumptions, SCRA (Service members Civil Relief Act) requests, and other ancillary functions that do not fall within a predesignated servicing department.  

Applicants who apply within Missouri and Michigan will be considered for remote position. 

Leadership & Strategy:

• Lead, mentor, and develop a team of customer service representatives, encouraging high performance while maintaining a positive culture.
• Conduct regular one-on-one meetings with team members, constructive performance reviews, and coaching sessions to support professional growth.
• Prepare and present monthly business reviews on team performance, customer feedback, and customer service initiatives to senior management.
• Monitor industry trends, policy changes and regulatory developments to inform internal strategy and risk position.
• Keep team members abreast of industry changes, company products, and services.

Operational Management:

• Manage scheduling, staffing, and workload distribution to ensure adequate coverage and efficient operations within the department.
• Collect and analyze data from customer escalations and feedback to drive continuous improvement in departmental best practices.
• Develop and monitor key performance indicators that engage employees while ensuring department efficiency. 
• Analyze data and trends to identify areas for improvement and implement strategic initiatives to enhance customer service.
• Develop training materials to equip the team with necessary knowledge and skills to handle a wide range of topics as it relates to loan servicing and early resolution collections.
• Monitor calls and correspondence between representatives and customers to ensure quality and compliant interactions.
• Perform other related duties as assigned.

Cross-Functional Collaboration:

• Collaborate with internal technology team and mortgage servicing platform vendor to maximize the capabilities of our customer website, mobile app, and internal agent platforms.
• Create relationships with sales management to ensure a strong cohesive relationship between Servicing and sales.
• Support initiatives around recapture.

Compliance & Risk Management:

• Respond to regulatory complaints, conduct in-depth account research and composing clear and effective responses.
• Ensure compliance with federal, state, agency (e.g., Fannie Mae, Freddie Mac, FHA, VA, USDA), and investor requirements.
• Develop, implement, and maintain customer service policies, procedures and best practices that are compliant with investor and agency guidelines.
• Train new employees in the company’s customer service policies, procedures, and best practices.
• Collaborate with the compliance team on all servicing audits and regulatory examinations, responding promptly to findings and ensuring corrective actions are taken.
• Establish internal controls and performance metrics to monitor risk and operational effectiveness.
• Collaborate with Default Team leadership to build dialing and emailing schedules that align with agency collection contact requirements. 

Borrower Experience:

• Handle escalated customer inquiries and complex issues. Advocate for the customers’ needs to drive a positive experience while ensuring we maintain investor, agency, and state compliance.
• Ensure seamless transition and communication for newly originated loans to promote strong customer experience from the start.
• Drive initiatives to improve borrower communication and satisfaction.

Vendor & Partner Relations:

• Maintain working relationships with primary vendors such as Servicing System Providers, Print Vendors, and other key partnerships.
• Provide vendor feedback both positive and negative to make sure that informed decisions regarding relationships can be made quickly when needed.

Requirements

Education & Qualifications:

• At least 5 years of mortgage industry and management experience required.  
• At least 3 years of customer service experience required.
• Bachelor’s degree in business administration or related field preferred.
• Excellent verbal and written communication skills. 
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional, positive, and calm demeanor.

Preferred Qualifications:

• Experience with in-house servicing oversight and management.
• Demonstrated success managing servicing portfolios exceeding $5B in unpaid principal balance.
• Familiarity with GSE, Ginnie Mae, and portfolio servicing protocols.