Default Call Center Supervisor - Loan Counseling
Not Disclosed•Full-TimeOn-site
location_onPresident George Bush Turnpike, Irving, Dallas County, Texas, 75038, United States
About the Role
The Default Call Center Supervisor - Loan Counseling serves as a pivotal leader within the Loan Counseling team, overseeing daily operations to ensure exceptional service delivery for investors. This role exists to bridge the gap between strategic management and frontline execution, supporting the Default Call Center Manager while directly managing staff-level responsibilities. The supervisor acts as a guardian of quality, ensuring that team standards, performance metrics, and call expectations align strictly with investor guidelines and PHL's Quality Assurance Program.
In this position, you will foster a high-performing, team-oriented culture by coaching and motivating staff through clear communication and objective feedback. Your day-to-day involves monitoring the timely resolution of written inquiries and complaints, responding to escalated calls, and assisting both team members and borrowers with complex inquiries. You will also play a key role in maintaining and developing policies and procedures in alignment with PHL's Change Control processes, ensuring the team stays current on investor guidelines, CFPB requirements, and collection laws and regulations.
Work location
Work model: On-site
President George Bush Turnpike, Irving, Dallas County, Texas, 75038, United States
Irving, Texas
Key Responsibilities
- check_circleTrain, supervise, and develop team members to maximize performance and accuracy
- check_circleCoach and motivate staff through clear communication to promote high customer service
- check_circleMonitor timely resolution of written inquiries and complaints using the tracking system
- check_circleRespond to escalated calls and assist team members and borrowers with inquiries
- check_circleMaintain and help develop policies and procedures in alignment with Change Control processes
- check_circleEnsure team standards and call quality expectations are met per investor guidelines
- check_circleOversee daily operations of the Loan Counseling team to ensure service excellence
Requirements
- verifiedHigh school diploma or GED
- verifiedMinimum 5 years in mortgage collections
- verifiedExperience with IVR/ACD call center technology
- verifiedProficient in mortgage collection guidelines (FHLMC, FHA, VA)
- verifiedWorking knowledge of MSP/Director 7 servicing system
Nice to Have
Leadership experience
Benefits & Perks
check_circle3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurancecheck_circleShort term and long-term disability insurancecheck_circleBasic life insurancecheck_circle401(k) retirement plan10 employer paid holidays
