Default Call Center Supervisor - Loan Counseling

Default Call Center SupervisorJob Summary The Default Call Center Supervisor - Loan Counseling oversees the daily operations of the Loan Counseling team, delivers exceptional service to investors, and supports the Default Call Center Manager with staff-level responsibilities.Essential Duties and ResponsibilitiesEnsure team standards, individual performance metrics, and call quality expectations are met per investor guidelines and PHL’s Quality Assurance Program. Participate in monthly and quarterly quality review meetings.Train, supervise, and develop team members to maximize performance and accuracy. Coach and motivate staff through clear communication and feedback to promote a high level of customer service and retention.Support the Manager in employee evaluations per company policy and contribute to a positive, team-oriented work environment.Monitor timely resolution of written inquiries and complaints using the tracking system.Respond to escalated calls and assist team members and borrowers with inquiries promptly.Maintain and help develop policies and procedures in alignment with PHL’s Change Control processes.Stay current on investor guidelines, CFPB requirements, and collection laws and regulations.Perform additional duties as assigned.Position RequirementsEducationHigh school diploma or GED requiredExperienceMinimum 5 years in mortgage collectionsLeadership experience preferredSkills and CompetenciesProven leadership and team development skillsStrong verbal and written communicationExcellent interpersonal and cross-functional collaboration abilitiesSelf-motivated with the ability to work independentlySkilled in giving clear, objective feedbackHighly organized and capable of managing multiple priorities under tight deadlinesStrong problem-solving with a sense of urgencyExperience with IVR/ACD call center technologyProficient in mortgage collection guidelines, including investor rules (FHLMC, FHA, VA, etc.)Working knowledge of MSP/Director 7 servicing systemAbility to delegate, prioritize, and manage workflow efficientlyBenefitsOur benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 10 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.Environmental/Physical DemandsWork is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.