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Customer Resolution Supervisor

Phoenix, AZ

Employment Type: Full Time Career Match: MTG - Operations Job Number: CRSAZ05102023

Job Description

As one of the nation’s Top 10 subservicing providers, we are putting the “service” back into subservicing by offering the winning combination of People + Technology. Our people are dedicated professionals with industry experience, who are committed to providing superior customer service and personalized support for our clients. Our innovative technology gives you fully transparent, 100% accessible, on-demand view of your portfolio. A full-service subservicer, with a diverse portfolio and quality products and services, who is dedicated to our partners’ success. Grow happiness with us and drive your business forward.


A different kind of company doing business a different way. Because home is where the heart is, every action we take is heartfelt.

We take pride in being an innovative, autonomous, customer-service focused, and tech-oriented company. By living our Core Values of People Matter, Inspiring Leadership, Strength of Character and Rock Solid Service, we have created a culture of excellence that strives to provide the one thing that all of our customers seek: The Perfect Customer experience!


Customer Resolution Supervisor will have the skills and techniques relative to the collection and loss mitigation of past-due residential mortgage loans, for the purpose of reducing delinquency. They will be responsible to managing a team of agents in meeting and exceeding expected KPI’s and coaching and training them on a daily basis. It is important to understand each borrower’s personal situation and make appropriate recommendations and arrangements to avoid future defaults, while educating the borrower on the process of a delinquent loan. Providing quality customer service and maintaining high ethical standards when serving our clients.


Job Requirements


  • Coaching and developing team Customer Resolution Specialists skills in improve performance metrics.
  • Supervising team use of MSP/Sime/5/9 , to ensure management of their time wisely working DQ accounts ranging from Pre30 days past due through 90+ days past due. 
  • Manage inbound and outbound calling queues via automated calling system. 
  • Live the core values on a daily basis.
  • Other assignments as assigned on a daily / monthly basis within the Customer Resolution Department. 

Experience and Skills

  • Minimum two years of experience in a call center collection/customer service/mortgage servicing operations position. 
  • Excellent oral and written communication skills 
  • Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.) 
  • Familiarity with Investors’ and PMI practices 
  • Residential and consumer product knowledge 
  • Loan servicing knowledge (investor, escrow, payoff, cashiering, ARM, etc.) 
  • Strong negotiating skills 
  • Ability to work independently 
  • Goal oriented 
  • Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, MI, and various other investor/insurer loss mitigation requirements. 


  • Bachelor’s Degree in business related field or a combination of education and required minimum experience in a collection call center/customer service/mortgage servicing environment.  
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