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Loan Servicing - Customer Service Manager

Northwestern Detroit, MI · Banking/Loans
The Customer Care Supervisor is responsible for the oversight and management of customer service/customer care including but not limited to: Call center, web services and refinance opportunities.
Essential Job Functions:
  • Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation.
  • Assists in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing.
  • Manages day to day operations of the customer service area to ensure smooth work flow and to achieve predetermined goals.
  • Builds effective and strong team committed to delivering world class customer care and achieving organizational goals.
  • Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management.
  • Develops and implements effective policies and procedures to ensure timely, accurate, cost-effective and excellent service to our customers.
  • Identifies and analyzes escalated problems and provide guidance to team members for resolution.
  • Negotiates solutions and acts as a liaison with internal and external customers when necessary.


  • Experience working as a Manager, Supervisor, or Team Lead in a call center atmosphere
  • Ability to coach and develop customer service representatives
  • Ability to lead a team to reach performance objectives and goals
  • Exceptional interpersonal skills
  • Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required
  • Detail oriented
  • Mortgage banking experience required. Compensation based on experience


The EMAC Group is a Headhunting and Executive Search Firm for the mortgage industry. Our clients range from regional and national banks, direct-to-agency lenders and correspondent mortgage bankers that are focused on acquiring the best talent.

Our Talent Agents have direct communication with hiring managers allowing us to get you in front of company decision makers. 
We provide you with one-on-one interview preparation and coaching to help you find the best-fit employers to achieve your career aspirations.

We respect your privacy and all inquiries are strictly confidential.

The team at EMAC has helped thousands of industry professionals like you find their ideal job since 1995.

Apply Now or call 888.801.3622 to Schedule a confidential Discovery Call!

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