Customer Service Supervisor

Flat Branch Home Loans

. Lead, develop, and support a high-performing Customer Service team .

Posted 11/6/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading and developing high-performing Customer Service teams while ensuring regulatory compliance and operational excellence. Proficient in analyzing performance metrics and implementing process improvements to enhance customer experience.

Highest-signal resume keywords

Customer Service LeadershipRegulatory CompliancePerformance Metrics AnalysisCoaching And MentoringMortgage Industry Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Service ExperienceMortgage Customer ServiceKPI DevelopmentIssue InvestigationPerformance Management

Soft Skills

Effective CommunicationCoaching SkillsProblem-SolvingTeam CollaborationWritten Communication

Industry Keywords

CFPBRESPAGLBAFDCPAOperational Excellence

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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