Customer Response and Escalation Supervisor

Job Description

Job Summary:

The Customer Response & Escalation Supervisor leads a team dedicated to managing and resolving customer interactions across multiple channels, including email, written communications, social media, and verbal complaint lines. This role is responsible for overseeing the resolution of regulatory complaints, qualified written requests, presidential-level escalations, and social media concerns, ensuring each matter is addressed promptly and in accordance with regulatory standards. The supervisor upholds the company's pillars of Leadership, Transparency, Raving Fans, and High Performance by driving a customer-centric approach to problem-solving, championing continuous improvement, and promoting open communication throughout the team.

The supervisor collaborates closely with cross-functional departments to resolve escalated issues, developing actionable plans that meet both customer expectations and compliance requirements. By analyzing complaint trends, the role identifies opportunities to enhance the customer experience, streamline processes, and improve service delivery. The supervisor ensures all customer interactions embody the company's commitment to transparency, cultivating Raving Fans through exceptional service and proactive engagement. This position plays a crucial role in fostering a culture of high performance and customer advocacy across the organization, empowering team members to lead with empathy and consistently deliver outstanding service.

Core Competencies:

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

Supervisor Responsibilities:

• Lead and Develop the Team: Guide the customer response team by fostering a supportive and high-performing environment. Uphold the company's pillars of Leadership, Transparency, Raving Fans, and High Performance in everyday interactions, ensuring the team is equipped with the skills and knowledge to excel.
• Oversee Multi-Channel Customer Communications: Manage the daily operations of email, written correspondence, social media, and verbal complaint lines, ensuring that customer interactions are handled professionally and efficiently across all channels.
• Ensure Regulatory Compliance: Maintain compliance with industry regulations by overseeing the resolution of regulatory complaints, qualified written requests, presidential-level escalations, and other concerns. Ensure that responses meet all required standards and documentation practices.
• Manage Escalation Processes: Coordinate with cross-functional departments to resolve escalated issues promptly, creating action plans that address both customer expectations and compliance requirements. Utilize insights from escalations to implement preventative measures and improve processes.
• Analyze Trends and Report Findings: Regularly review customer complaints and feedback data to identify trends, systemic issues, and areas for process improvement. Provide leadership with actionable insights that support a continuous improvement approach to customer service.
• Enhance the Customer Experience: Promote initiatives that improve service quality and response times while ensuring transparency in communications. Aim to create Raving Fans by exceeding customer expectations and resolving issues in a way that demonstrates care and commitment.
• Facilitate Communication and Coordination: Encourage open and ongoing communication with team members and other departments to ensure a consistent approach to handling customer issues. Share updates on regulatory requirements and service improvements.
• Conduct Quality Assurance: Regularly review the quality of responses to ensure they align with company standards and provide constructive feedback to team members for continuous growth.
• Champion Continuous Improvement: Advocate for process enhancements by incorporating customer feedback and best practices to improve service delivery. Encourage team members to suggest and implement innovative solutions.
• Maintain Accurate Records and Documentation: Ensure thorough documentation of customer interactions, resolutions, and regulatory matters. Keep records organized and accessible for auditing and review purposes.

Essential Duties:

Team Leadership:

• Guide and mentor the customer response team, ensuring alignment with the company's pillars of Leadership, Transparency, Raving Fans, and High Performance.
• Foster a high-performing environment that encourages continuous learning and development.

Multi-Channel Oversight:

• Supervise the management of customer communications across various channels, including email, written correspondence, social media, and verbal complaint lines.
• Ensure consistent, timely, and effective responses are delivered for all customer interactions.

Regulatory Compliance Management:

• Oversee the resolution process for regulatory complaints, qualified written requests, presidential-level escalations, and social media concerns.
• Ensure all responses adhere to industry regulations, internal policies, and documentation standards.

Direct Borrower Contact and De-Escalation:

• Personally contact borrowers when necessary to discuss complaints or concerns, aiming to de-escalate issues and find mutually agreeable solutions.
• Use active listening and empathy to understand the borrower’s perspective, addressing their needs while balancing company policies and compliance requirements.
• Document conversations thoroughly and follow up to ensure all agreed actions are completed.

Escalation Coordination:

• Work closely with internal departments to resolve escalated issues and develop action plans that satisfy customer expectations and compliance needs.
• Utilize lessons from escalated cases to proactively implement preventative measures.

Trend Analysis and Reporting:

• Analyze data on customer complaints, feedback, and escalations to identify trends, systemic problems, and opportunities for process improvement.
• Provide regular reports to leadership with actionable recommendations for enhancing the customer experience.

Customer Experience Initiatives:

• Promote initiatives aimed at improving response times, service quality, and transparency in customer communications.
• Strive to create Raving Fans by delivering outstanding service and resolving issues in a way that reflects the company's values.

Quality Assurance:

• Conduct regular quality checks on the team's responses to ensure they meet company standards and regulatory requirements.
• Provide constructive feedback and support to team members to enhance service delivery.

Communication and Coordination:

• Facilitate open communication within the team and with other departments to ensure a unified approach to customer service.
• Share updates regarding regulatory changes, service enhancements, and best practices.

Continuous Improvement:

• Champion process improvements by incorporating feedback from customers and team members.
• Encourage the team to contribute ideas for refining service delivery and complaint handling.

Documentation and Record-Keeping:

• Maintain thorough records of customer interactions, resolutions, and regulatory compliance activities.
• Ensure all documentation is organized and accessible for audit and review purposes.

Education and Experience

Education:

• Bachelor's degree in Business, Communications, or a related field preferred. Equivalent work experience in customer service, compliance, or a similar role may be considered in lieu of a degree.

Experience:

• Minimum of 3-5 years of experience in customer service, complaint resolution, or regulatory compliance within the mortgage, financial services, or a related industry.
• At least 2 years of supervisory or team lead experience, with a track record of managing multi-channel customer interactions and escalations.
• Experience working with regulatory requirements, including handling qualified written requests, consumer complaints, and other compliance-related matters.
• Demonstrated ability to de-escalate customer concerns and resolve conflicts effectively.
• Strong background in data analysis and reporting, with experience in identifying trends and implementing process improvements.

Preferred Qualifications:

• Knowledge of mortgage servicing regulations and industry standards.
• Familiarity with quality assurance practices and tools for customer service.
• Experience with customer relationship management (CRM) systems and digital communication tools.

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Qualifications