Sr. Manager - Customer Service Support

Midland Mortgage, a division of MidFirst Bank, is one of the most successful home mortgage servicers in the country due to our focus on quality and the integration of our core values: Integrity, Engagement, Excellence, Customer Focus, and Financial Responsibility. It is our mission to be the top performing financial institution in the markets we serve by ensuring our borrowers have an excellent customer experience.

The Customer Service Support Manager will have the opportunity to support our goals by managing a team of Customer Support Specialists who assist Midland's customer facing operations by successfully delivering on borrower's requests for documentation, changes in contact information, and other services. In this this role, you'll have the opportunity to positively impact the customer experience by motivating and coaching your team to be successful in their position and identifying opportunities for process and service improvements.

Key responsibilities of this position include:

• Assist VP of Customer Care with managing and improving workflow and compliance
• Coach, mentor, and develop CSS manager and team
• Collaborate with business units across the organization, Legal, and Operations Risk Management to ensure timely execution of customer's requests
• Challenge existing strategies and identify operating and financial risks
• Inspire department managers and staff to action and growth
• Ensure regulatory compliance

Position Requirements

Candidates must possess the following:

• Minimum of 5+ years of related experience in correspondence, customer support or quality assurance with a history of success
  
  
  
  • In lieu of specific experience will consider 7+ years of commensurate leadership experience with a history of success
  
  
  
  
• Bachelor's degree in a business or communications-related field
• Knowledge of mortgage servicing, loan operations, or financial services is preferred

Qualified candidates should have experience and demonstrated performance in these areas:

• Demonstrated success identifying and implementing process improvements
• Exceptional analytical and creative problem-solving skills and the ability to work both independently and collaboratively
• Positive, forward thinking, and able to inspire others to excellence by quickly building trust, resolving conflict, and influencing stakeholders
• Strong leadership skills with the ability to monitor and motivate employees to reach and exceed performance goals
• Aptitude to manage multiple projects simultaneously and a capacity to work in a deadline-driven environment
• Excellent verbal and written communication skills and ability to confidently lead meetings and convey information clearly and concisely

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Bachelors (required)

7 years: In lieu of specific experience will consider commensurate leadership experience with a history of success (required)
5 years: related experience in correspondence, customer support or quality assurance with a history of success (required)