Customer Service Manager

Position: Customer Service Manager

Department: Servicing

Reports To: Customer Service Manager

Location: 7450 Campus Drive, Suite 200, Colorado Springs, CO 80920

Remote: ☐ YES or ☒ NO

Exempt: ☒ Non-exempt: ☐

Compensation & Benefits: $70,000-$80,000 annually

Mortgage Solutions of Colorado, LLC d/b/a Mortgage Solutions Financial (“MSF”) offers a comprehensive benefit package and PTO (paid time off) for eligible employees. The benefit package includes Health, Dental and Vision Insurance, options to participate in a Health Savings Account, Flexible Spending Account, Life and AD&D coverage, voluntary Supplemental Life, voluntary Short-Term, Long-Term Disability and Supplemental insurance. In addition, eligible employees have the option to participate in a company retirement plan.

About MSF

MSF is a national mortgage lender based in Colorado Springs. MSF strongly believes every client should be served with integrity, dignity, and respect. Without compromise, MSF is committed to providing loans that are in the best interest of our clients, not our bottom line. We will continue to educate the community by empowering our clients to make responsible and informed fiscal decisions that result in greater financial peace of mind.

Role Overview

The Loan Servicing Customer Service Manager directs a team of customer service representatives in the support of MSF customers and correspondents by driving superior customer service, presenting a professional image, and maintaining excellent communication through the development and adherence of company customer service policies and disciplines. Duties include providing exceptional supervision and reporting for all customers by assuring customer inquiries and phone calls are answered, identified and directed in accordance with performance metrics and to an appropriate resolution. All employees of MSF are expected to provide quality customer service and maintain high ethical standards when serving our clients.

Essential Duties

• Assist in establishing all customer service policies and procedures to ensure continuous compliance with all regulatory, agency, and contractual requirements.
• Ensure assigned staff adheres to all relevant Federal and State Lending/Servicing Regulations and Statutes, including RESPA, TILA, FCRA, FDCPA, GLBA, and Consumer Finance Protection Bureau (CFPB) guidelines.
• Administer the policies and procedures of the servicing division to effectively manage daily customer service operations.
• Plan, schedule, and manage personnel groups for all customer service activities within the servicing division.
• Ensure the achievement of all daily, weekly, and monthly call performance targets (e.g., answer time, abandon rate) set by senior management.
• Maintain high-quality customer service by administering all protocols, conducting side-by-side agent reviews, and taking calls as necessary for quality control and support.
• Assist the Director/Senior Manager with setting job performance metrics and ensuring adherence to the organization’s timetable for employee performance evaluations.

• Oversee call handling processes, including:
• Answering all borrower calls and verifying account information using servicing system validation in compliance with data privacy regulations.
• Identifying customer needs through effective listening skills.
• Ensuring adherence to scripted protocols for determining the proper transfer workflow to other departments.
• Effectively articulating service resolutions to borrowers and other service providers.
• Assist with customer service workflow analysis and documentation related to process development and the overall enhancement of customer service efficiency.
• Identify and promptly communicate operational issues, performance trends, and inefficiencies to Senior Management.
• Regular, reliable and predictable onsite attendance is an essential duty of this role.
• Other duties as assigned.