Customer Service Manager
Flat Branch Home Loans IncColumbia, MO, USjob_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionManage 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. 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. 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. 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. 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. 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. 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.
Job Description
Job Description
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 :
Cross-Functional Collaboration :
Compliance & Risk Management :
Borrower Experience :
Vendor & Partner Relations :
Requirements :
Education & Qualifications :
Preferred Qualifications :
serp_jobs.job_alerts.create_a_job
Customer Service Manager • Columbia, MO, US
Job_description.internal_linking.related_jobs
The Rustman Agency is a fast-growing brokerage focused on helping families protect their financial futures.We provide life insurance, final expense, and mortgage protection solutions with a strong ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
Principal Customer Success Manager.Unleash your potential : whether two years or twenty, discover rewarding journeys with us! The Principal Customer Success Manager is an experienced and highly stra...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours Specialty Pharmacy Off-Phone Audit Manager.At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transfo...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours 
America’s #1 Automotive Recruiter.If you are looking for a new career in the car Biz.We work with dealerships that are looking to hire, all across the country.
Anytime you are looking to find ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30 About the team : Customer Services play a crucial role in improving the customer experience within Zoom.We actively build relationships, encourage product usage, and act as dedicated post-sales cont...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours The location for this position is virtual / remote.This is your chance to be part of an in-house Brand Operations team that works to ensure that hotel owners and general managers have the tools and r...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours Datavant is a data platform company and the world's leader in health data exchange.Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format....serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours 
At Orkin, our purpose is to help protect the world where we live, work and play.Our Service Managers are committed to this purpose.
Orkin, the leader in the pest control industry is seek...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
HELITECH is a family-owned and oriented company that has specialized in foundation services since 1987.We are currently looking for a Customer Service Technician to maximize opportunities with exis...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30 Consultant - Customer Success Manager (Adobe Practice).The Consultant - Customer Success Manager (Adobe Practice) performs client relationship management, value measurement execution, and stakehold...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours The purpose of this position is to supervise Customer Service Specialists by overseeing daily operations and ensuring high-quality customer support.
Responsibilities include investigating and resolv...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours Senior Customer Success Manager.Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all.
We believe literacy is a fundamental right and sho...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours Coinbase Supervisor For Concierge On Customer Success Team.Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world.It's a m...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours 
The role of Service Manager is to lead a team technician by continued protocol training, ride-a-longs, and ultimately ensuring that our customers get consistent, superior service in line with the R...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30 At UKG, the work you do matters.The code you ship, the decisions you make, and the care you show a customer all add up to real impact.
Today, tens of millions of workers start and end their days wit...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours 
We provide Paid-Training – no prior medical experience required!.Joining The American Red Cross is like nothing else – it’s as much something you feel as something you do.You become a vital part of...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30 Job Title : MSP Service Delivery Manager.Since 1989, SHI International Corp.We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.Over ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours 
LEAF Commercial Capital Customer Contact Representative.Completes a variety of internal and external LEAF (LEAF Commercial Capital) customer contact activities to develop and maintain mutually bene...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
Customer Retention Sales Manager
Rustman AgencyColumbia, Missouri, .USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Principal Customer Success Manager
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Off Phone Quality Manager
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
Automotive Service Manager
Car Guys Inc.Columbia, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Manager, Customer Success - Healthcare
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Manager, Quality Assurance- Focused Service
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Customer Success Manager, Biopharma
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
Service Manager - Orkin Pest Control
TSAT, IncColumbia, MO, USserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
- serp_jobs.job_card.promoted
Customer Service Technician
Helitech WaterproofingKingdom City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Customer Success Manager (Hyper Scale)
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Utility Customer Service Supervisor
Missouri StaffingColumbia, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Senior Customer Success Manager
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Supervisor, Customer Success Team
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
Service Manager
Rottler Pest SolutionsColumbia, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Customer Account Manager 2
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
Blood Collection Staff - Customer Service
American Red CrossColumbia, Missouri, United Statesserp_jobs.job_card.full_time
serp_jobs.filters_job_card.quick_apply
- serp_jobs.job_card.promoted
- serp_jobs.job_card.new
Service Delivery Manager
Missouri StaffingJefferson City, MO, USserp_jobs.job_card.full_time
- serp_jobs.job_card.promoted
LEAF Customer Service Representative
M&T BankMoberly, MO, USserp_jobs.job_card.full_time