Customer Service Supervisor

Responsibilities

• Supervise, coach, and develop a team of Contact Center representatives handling inbound and outbound calls, account inquiries, and payment processing
• Monitor team performance against key metrics such as call quality, handle time, first call resolution, and customer satisfaction
• Ensure strict adherence to data security protocols, compliance standards, and client-specific security requirements
• Manage daily staffing, scheduling, and workflow to ensure service level targets are consistently met
• Handle escalated customer issues and complex loan servicing inquiries with professionalism and sound judgment
• Conduct regular call monitoring, side-by-side coaching, and quality assurance reviews
• Partner with Training and QA teams to identify knowledge gaps and implement development programs
• Collaborate with the Contact Center Manager to report on performance and contribute to process improvement initiatives
• Foster a positive, inclusive, and high-accountability team culture

Requirements

• 3–5 years of customer service experience in a contact center environment
• 1–2 years of experience in a supervisory or team lead role
• Familiarity with AI tools and a willingness to leverage them for efficiency
• Demonstrated ability to lead and motivate a team in a metrics-driven environment
• Strong understanding of data privacy and information security best practices
• Excellent verbal and written communication skills with the ability to de-escalate difficult interactions
• Proficiency with contact center platforms, CRM systems, and reporting tools
• Ability to work fully onsite at our Scottsdale, AZ Contact Center

Preferred Qualifications

• Experience in financial services, loan servicing, fintech, or a similarly regulated industry
• Experience with workforce management software

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources

About the Company

Concord Servicing is a loan servicing fintech company dedicated to delivering exceptional financial solutions to borrowers across the country.