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Supervisor, Servicing Support

Jenks, OK - Gateway First Bank is looking for our next leader! As a Supervisor, Servicing Support, you will lead a team of 10 stellar agents ready to perform. This team consists of phone and email agents, secure messaging and credit reporting associates. Candidates will have banking and leadership exp; someone who can lead by example to offer excellent customer service to our borrowers as well as be a mentor in a professional environment. The department is open from 7 am – 6 pm, rotating 8-hour shifts for open and close. Apply today!

Supervisor, Servicing Support JOB SUMMARY:

The Supervisor, Servicing Support is responsible for supervising the Bank Customer Service and Servicing Support team. This includes training, coaching, and mentoring. This role will also serve as a primary liaison between Retail, Correspondent, Banking, and the various Servicing departments by addressing and ensuring timely resolution of all issues raised.

Supervisor, Servicing Support ESSENTIAL FUNCTIONS (RESPONSIBILITIES):

Serves as a liaison between Retail, Correspondent, Banking and the various Servicing departments resolve issues.

Meets with direct reports regularly for coaching and development conversations. Documents conversations for future reference. Facilitates goal setting and holds agents accountable to performance and behavioral goals.

Conducts regular QAs for direct reports and provides feedback to promote high standards of service.

Serves as subject matter expert for the Bank and Servicing Support teams, including solving complex or escalated issues.

Proactively identifies trends, procedural gaps, or training needs and implements process improvements, engaging banking and servicing management as needed.

Proactively identifies opportunities to improve the internal/external customer experience and implements or suggests improvements to servicing processes or systems.

Ensures requests for credit disputes are investigated and responses sent through E-Oscar and other channels in an accurate and timely manner.

Ensures that Qualified Written Requests, Verification of Mortgage, and Privacy Opt Out requests from internal and external sources are accurately processed within their regulatory deadlines.

Monitors team workload and service levels and makes adjustments as needed to ensure timely resolution of issues.

Participates in the department hiring, promotion, and employment review process.

Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.

Performs related responsibilities as required or assigned.

Requirements:

Supervisor, Servicing Support REQUIRED QUALIFICATIONS:

Knowledge/Skills/Abilities

Advanced knowledge of Servicing policies, procedures, and practices.
Excellent problem-solving skills.
Excellent technical aptitude.
Excellent communication skills.
Proficient in MS Office applications.
Proven leadership capability.
Ability to develop and motivate a team.
Ability to provide and support direction.
Ability to work in a call center environment.
Exemplifies the Gateway Values: Growth Oriented, Make a Difference, "Get it Done" Attitude, Be a Team Player, Do the Right Thing.

Equivalent Education/Experience

High School Diploma or equivalent required.
5+ years of related customer service experience.
5+ years of mortgage banking experience preferred.
Banking experience required

Supervisor, Servicing Support SPECIAL JOB DIMENSIONS:

None.

NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description.

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