Customer Service Manager - Remote

Overview

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.

In Short

• Lead and mentor a customer service team.
• Conduct performance reviews and coaching sessions.
• Manage scheduling and workload distribution.
• Analyze customer feedback for continuous improvement.
• Ensure compliance with industry regulations.
• Handle escalated customer inquiries.
• Collaborate with internal teams and vendors.
• Develop training materials for team members.
• Monitor performance metrics and operational effectiveness.
• Drive initiatives to improve customer satisfaction.

Requirements

• 5 years of mortgage industry and management experience.
• 3 years of customer service experience.
• Bachelor’s degree in business administration preferred.
• Excellent communication skills.
• Knowledge of customer service principles.
• Organized with attention to detail.
• Ability to resolve complaints professionally.

Benefits

• Opportunity for career growth and development.
• Supportive team culture.
• Remote work flexibility for applicants in Missouri and Michigan.