Customer Care Supervisor jobs at Synovus - 855 jobs

Focus Partners Wealth is seeking a Manager, Advisory Leadership Team. The Manager, Advisory Leadership Team supports and develops Associate Wealth Advisors (AWAs) while driving the execution of key business strategies. This role requires managerial oversight, a strong understanding of Focus Partners Wealth's financial planning and client experience vision, and a commitment to implementing best practices for advisory teams. Collaborating closely with the Division President, Directors, and other internal departments, the Manager ensures teams have the resources, skills, and infrastructure needed to achieve their business plan goals. Key responsibilities include driving planning and service harmonization through the management and development of AWAs. AWAs maintain strong client relationships and work closely with the Advisory and Client Service teams to support team goals and drive efficiency and best practices. The Manager oversees a team of AWAs, ensuring they excel in their daily responsibilities, meet personal goals, and work towards the objectives outlined in the advisory team business plan. Effective coaching in this role requires an in-depth understanding of the firm's client experience and the tools and technology solutions used by the advisory team. As a coach and mentor, the Manager should be a natural team builder who fosters team cohesion by balancing individual development with the enforcement of business standards and processes. They are responsible for promoting career growth among their team members and overseeing the hiring, training, and continuous development of AWAs. The role also serves as a communication and knowledge conduit, sharing strategic initiatives and daily updates within the firm and assisting with change management. Focus provides team members the flexibility to work a hybrid schedule. Our hybrid model is defined as 3 days in office work required per week, while giving team members the option to work remotely 2 day per week, or as assigned by their team leader. Primary Responsibilities Facilitate discussions, reviews, and collaborative goal setting with Associate Wealth Advisors, fostering accountability for both individual and team objectives. Establish ongoing communication forums with the members of their team. Partner with other departments and Directors to ensure implementation of best practices and new firm rollouts. Drive planning and service harmonization in alignment with stated advisory team client experience objectives. Ensure efficient use of financial planning tools and resources. Foster a culture of accountability aligned with the firm's mission and values. Advocate for advisors and give voice and context to their diverse perspectives and experiences within the firm. Collaborate with the Directors to determine and guide advisory team business plans and staffing. Coach and mentor Associate Wealth Advisors with timely and thoughtful feedback and guidance. Responsibility in assisting the firm to achieve its objective and key results. Promote strong compliance practices. Promote a smooth working relationship with Associate Wealth Advisors and Client Relationship Specialists to support overall team effectiveness. Maintain established communication channels with the Directors to report progress and resolve issues. Participate in committees and/or projects as requested by the Advisory Leadership Team Take a leading role in operational projects ensuring advisors are represented, and a strong feedback loop is established. Function as a collaborative, results-oriented member of the Advisory Leadership Team Travel: Approximately 25%, with the possibility of additional travel depending on business needs. Qualifications Bachelor's degree Advanced credentials such as CFP, CFA or CPA 5+ years of work experience preferred in a relevant position. Proficient in the use and best practices of client management systems and related technologies Strong leadership and emotional intelligence to work well with a variety of personalities. Enthusiastic, quick, and ongoing learner Proficient multitasking, prioritization, attention to detail, and organizational skills Effective listening and people skills Collaborator with a desire to help others. Creative and strong critical thinking skills Ability to work independently and collaboratively. The annualized base pay range for this role is expected to be between $123,000-$143,000. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package. #LI-CH1 Focus is a leading partnership of fiduciary wealth management and related financial services firms. Focus provides access to best practices, greater resources, and continuity planning for its affiliated advisory firms, which serve individuals, families, employers, and institutions with comprehensive financial services. Focus firms and their clients benefit from the solutions, synergies, scale, economics, and best practices offered by Focus to achieve their business objectives. For more information about Focus, please visit ******************************* The following language is for US based roles only For California Applicants: Information on your California privacy rights can be found here For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability. For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901. For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state's workers' compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers' Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.

You will be responsible to lead and influence cross functionally to drive timely deliveries and communication to the customers. You will lead and influence cross functional teams to improve customer communications, transactional & non-transactional metrics and be responsible for meeting customer experience expectations. You will identify ways to improve the customer experience and act as a change agent to drive changes globally across the business. You will help Honeywell be the customer's top choice by managing an effective Customer Experience Organization. You will build up your business acumen while learning to address customer needs in today's dynamic global economy. Lead team efforts to solve complex problems for the customer. This role will report to the Honeywell Americas CX leader and will matrix report to Americas Hospitality Vertical Business Leader. This role is also responsible for providing overall leadership the Centre of Excellence, setting future strategy, and continuing to grow and develop the capabilities to provide a world class support team. Key Responsibilities: * Implementing the strategy and objectives in alignment with the overall Honeywell BA customer experience strategy and vision. * Leading and developing teams and nurturing strong talent with transformation skills required for the business * Drives compliance to plans by Critical stakeholders for CX improvement * Work with function/stakeholders to arrive and execute "Go-Green actions" to drive compliance to plan * Participate and review the progress to the plans by functions/stakeholders * Engage & arrive at action plan required by stakeholders/function to drive continuous improvement of customer experience * Execute monthly cadence for selected accounts with key stakeholders * Review the current plan of engagement with selected accounts and participation by stakeholders * Fix the gaps in MOS connecting with selected accounts * Document & publish the feedback from customers impacting business & functions to critical stakeholders * Develop RAIL from key connects on actions to be closed for the selected accounts * Connect with key business functions (OM/Pricing/Sales/ISC/CX) * Attend weekly planning meetings, SIOP reviews, ISC supply reviews etc * Arm the CX reps with right information at right time * Execute & manage messaging for proper customer communication * Develop awareness of business processes * Enable CX functional excellence * Address CX functional challenges to run operations * Ensure competency, Capacity & coverage by CX Function * Execute AOP (census, productivity, footprint, IT plans etc) * Escalate for help with GBE leadership * Prepares and Presents CX functional performance in business & CX MORs * Contributing to the deployment planning process as it relates to the customer experience for Hospitality STRAP initiatives * Continuously improve processes to collect feedback from customers (solicited and unsolicited), to share and use with Business/Regional leadership and employees, to create an effortless customer experience. * Participate in the development of Customer Support systems roadmap to create solutions to reduce customer demand and drive to self-service across purchasing touch points. * Adopting and reporting on the vital few and meaningful metrics to drive improvement across CX. * Assess the external market to inform local business plans; continue to monitor and * evaluate changes which may impact business support * Continue to evaluate organization effectiveness and site performance, driving change initiatives * and reviewing organization design where needed YOU MUST HAVE * 10+ years' experience in progressively more responsible roles including customer facing and operational roles such as customer service, order management, technical support or related fields * 5+ years leadership experience * 5+ years of experience in Program Management, Operations and/or Customer Service * Ability to manage complex issues to meet customer experience expectations * Demonstrated leadership of transformational change, globally * Strong, results driven - ability to implement process rigor through organizations * Able to effectively analyze complex requirements * Responsive, reacts with appropriate urgency & professionalism * Demonstrated ability to effectively balance/prioritize issues * Strong relationship building/networking/interpersonal skills including coaching and feedback * Excellent communication skills (written & oral) and presentation skills * Strong bias for action WE VALUE * Bachelor's/Master's degree * Excellent organization & project management skills * An ability to direct, lead, and motivate others * A strong understanding of business drivers * An ability to manage complex situations * Comprehensive knowledge of SAP, project management tools, SFDC, Call Center Telephony and digital transformations * Ability to quickly adapt to differing leadership styles across multiple customer business teams * Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value-added activities * Strong verbal and written communications skills * Ability to present complex technical and support issues at peer and executive levels (internal/external customers) Compensation: The annual base salary range for this position is $177,000 - $221,000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations. BENEFITS OF WORKING FOR HONEYWELL In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: click here (******************************** The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.

**Come join our amazing team and work in a hybrid role based out of our Westfield office!** **The Bankruptcy Customer Service Supervisor is responsible for supervising staff of Customer Service BK Specialists in the day-to-day operations of mortgage servicing call center. Responsible for the overall employee performance of assigned team as well as the quality and efficiency of the assigned processes. Conducts all activities in adherence to all applicable investor timelines and in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position is $69,000/yr - $79,00.00/yr plus annual bonus.** **What you'll do:** + **Carries out supervisor responsibilities in accordance with the organization's policies, procedures, and applicable laws, including hiring and training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.** + **Ensure staff receive proper training to perform the job functions assigned to them.** + **Responsible for conducting interviews and providing recommendations to hire to Sr. department leaders.** + **Monitor and measure individual performance within the team(s) and provide feedback at minimum twice per month with the associate.** + **Handle escalated bankruptcy matters and work with attorney firms on litigated matters that require resolution.** + **Conduct regular monthly team meetings and weekly huddles to maintain communication across the department.** + **Identify process gaps within the bankruptcy processes and identify and implement solutions.** + **Manage any personal issues working with management and human resources.** + **Function as the subject matter expert on investor and regulatory requirement** + **Perform other duties and special projects assigned.** **What you'll need:** + **High school diploma or equivalent work experience.** + **Five (5+) plus years' experience in a bankruptcy role in the banking, finance or mortgage industry.** + **Three or more years in a lead or supervisory role in bankruptcy.** **Our Company:** Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you'll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: ************************** . **What We Offer:** + Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed. + Access to several fitness, restaurant, retail (and more!) discounts through our employee portal. + Customized training programs to help you advance your career. + Employee referral bonuses so you'll get paid to help Carrington and Vylla grow. + Educational Reimbursement. + Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org. **Notice to all applicants: Carrington does not do interviews or make offers via text or chat.** \#LI-SY1 Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.

Full-time Description Job Description: Merchandising Manager ClearPoint Solutions US was founded to provide solutions for the ever-changing labor market. We provide companies with skilled, specialized labor augmentation to match the ebbs and flows of their business. Our mission is to assist Clients with developing the necessary solutions for their needs, execute to exceed expectations, and consistently deliver desired results. We strive to build strong long-lasting relationships with team members and clients alike to consistently achieve the improbable. POSITION DESCRIPTION: Reporting to the Director of Operations, the Merchandising Manager is responsible for leading and managing multiple merchandising teams. This includes oversight of staffing, payroll management, scheduling adherence, training compliance, budgeting performance, client communication, and other assignments as directed by ClearPoint Solutions Management. The ideal candidate is innovative, resourceful, and demonstrates strong organizational and communication skills. Requirements RESPONSIBILITIES: · Model, teach, and reinforce CPS fundamental values (C.A.R.E.S.). · Coach and lead a team of merchandising supervisors to deliver CPS standards for clients and team members. · Ensure accuracy and timeliness of daily field reporting (e.g., shift reports and timesheets). · Identify, train, and develop future merchandising leaders, including supervisors and leads. · Conduct daily coaching and development calls with supervisory staff to address documentation, planning, and engagement. · Manage project expenses to ensure budget goals are met or exceeded. · Build and maintain positive relationships with client leadership, on-site supervisors, and project stakeholders. · Partner with internal stakeholders to ensure data accuracy/integrity related to field teams and project needs. · Provide validated weekly reporting as required. · Maintain documented records of all performance management activities. · Support additional duties as needed to drive project execution and team success. · Represent and promote the company's reputation as a “best place to work.” QUALIFICATIONS: · 3+ years of managing merchandising, reset, or remodel teams. · Demonstrated success completing projects on time and within budget. · Proficiency in Microsoft Office, especially Outlook.

JobID: 210672228 JobSchedule: Full time JobShift: Day : Shape the future of product delivery while crafting solutions that enhance and optimize customer experiences. Lead end-to-end processes, manage dependencies, and liaise with stakeholders as part of a team at the forefront of innovation. As a Product Delivery Manager in Business Rules Management Post Charge Off, you work to enhance and optimize the way products are delivered to customers. As a key member of the team, you create solutions and efficiencies that enable successful implementations in an expedient and organized way. You will foster a culture of ownership, innovation, and continuous improvement-developing your team's skills and empowering them to raise the bar in solution delivery. You will blend project management, process engineering, problem solving, internal consulting, and hands-on analysis to support the implementation and ongoing enhancement of integrated business and technology initiatives. You will be expected to proactively identify opportunities, champion best practices, and deliver results that drive business success. Job responsibilities * Leads end-to-end product delivery processes including intake, dependency management, release management, product operationalization, delivery feasibility decision-making, and product performance reporting, while escalating opportunities to improve efficiencies and functional coordination * Leads the completion of change management activities across functional partners and ensures adherence to the firm's risk, controls, compliance, and regulatory requirements * Effectively manages timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners * Set and communicate a clear vision and measurable goals for the business rules team, ensuring alignment with organizational objectives and holding team members accountable for achieving results * Lead and mentor a team of analysts, fostering a culture of accountability, continuous improvement, and high performance through regular coaching, feedback, and development plans * Serve as a recognized Subject Matter Expert (SME) on business rules strategies and processes, providing thought leadership and expert guidance on best practices * Facilitate agile practices by leading scrum teams, managing JIRA boards, and ensuring effective sprint planning, execution, and delivery of business rules solutions * Generate new sources of work for the team by engaging process owners and business partners to identify opportunities for enhancement and seeking internal process improvements to expand the team's impact and value * Guide the team in designing, implementing, and optimizing complex business rules solutions using platforms such as Camunda, CACS, and mainframe applications, drawing on extensive technical and managerial experience * Model emotional intelligence and integrity, creating a safe environment for open feedback, managing change positively, and supporting team resiliency and growth Required qualifications, capabilities, and skills * 5+ years of experience or equivalent expertise in product delivery or a relevant domain area * Demonstrated ability to execute operational management and change readiness activities * Strong understanding of delivery and a proven track record of implementing continuous improvement processes * Experience in product or platform-wide release management, in addition to deployment processes and strategies * Bachelor's degree in a STEM field, Engineering, Business Systems Analysis or a finance related field * 5+ years of people management experience leading teams of professionals responsible for complex business process design and continuous improvement initiatives, possibly within financial services or credit card/collections environments * Demonstrated success in managing and developing high-performing teams, with a proven ability to set clear goals, drive accountability, and deliver results in complex, multi-system environments * Superior analytical and logical thinking skills, with a continuous improvement mindset and the ability to translate complex concepts into actionable strategies * Outstanding interpersonal, verbal, and written communication skills, with the ability to succinctly communicate complex concepts and influence stakeholders at all organizational levels * Creative problem solver; ability to champion change and influence people to adopt new ways of performing work; ability to learn rapidly and apply new knowledge to drive business impact * Proven track record of extreme ownership-takes full responsibility for team and project outcomes Preferred qualifications, capabilities, and skills * Proficient knowledge of the product development life cycle, design, and data analytics * Expert level rule/workflow authoring experience using Camunda, IBM Operational Decision Manager software (ODM), CGI CACS, Camunda * Working knowledge of SQL or another programming language (e.g., Java, Python, R) * Knowledge of Agile development and use of an Agile software such as (Jira/Azure DevOps) * Prior management experience leading a team of analysts across geographically disperse and remote teams This is a full time in office role based in Wilmington, DE or Heathrow, FL

**Come join our amazing team and work in a hybrid role based out of our Westfield office!** **The Bankruptcy Customer Service Supervisor is responsible for supervising staff of Customer Service BK Specialists in the day-to-day operations of mortgage servicing call center. Responsible for the overall employee performance of assigned team as well as the quality and efficiency of the assigned processes. Conducts all activities in adherence to all applicable investor timelines and in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position is $69,000/yr - $79,00.00/yr plus annual bonus.** **What you'll do:** + **Carries out supervisor responsibilities in accordance with the organization's policies, procedures, and applicable laws, including hiring and training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.** + **Ensure staff receive proper training to perform the job functions assigned to them.** + **Responsible for conducting interviews and providing recommendations to hire to Sr. department leaders.** + **Monitor and measure individual performance within the team(s) and provide feedback at minimum twice per month with the associate.** + **Handle escalated bankruptcy matters and work with attorney firms on litigated matters that require resolution.** + **Conduct regular monthly team meetings and weekly huddles to maintain communication across the department.** + **Identify process gaps within the bankruptcy processes and identify and implement solutions.** + **Manage any personal issues working with management and human resources.** + **Function as the subject matter expert on investor and regulatory requirement** + **Perform other duties and special projects assigned.** **What you'll need:** + **High school diploma or equivalent work experience.** + **Five (5+) plus years' experience in a bankruptcy role in the banking, finance or mortgage industry.** + **Three or more years in a lead or supervisory role in bankruptcy.** **Our Company:** Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you'll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: ************************** . **What We Offer:** + Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed. + Access to several fitness, restaurant, retail (and more!) discounts through our employee portal. + Customized training programs to help you advance your career. + Employee referral bonuses so you'll get paid to help Carrington and Vylla grow. + Educational Reimbursement. + Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org. **Notice to all applicants: Carrington does not do interviews or make offers via text or chat.** \#LI-SY1 Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.

**Come join our amazing team and work in a hybrid role based out of our Westfield office!** **The Bankruptcy Customer Service Supervisor is responsible for supervising staff of Customer Service BK Specialists in the day-to-day operations of mortgage servicing call center. Responsible for the overall employee performance of assigned team as well as the quality and efficiency of the assigned processes. Conducts all activities in adherence to all applicable investor timelines and in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position is $69,000/yr - $79,00.00/yr plus annual bonus.** **What you'll do:** + **Carries out supervisor responsibilities in accordance with the organization's policies, procedures, and applicable laws, including hiring and training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.** + **Ensure staff receive proper training to perform the job functions assigned to them.** + **Responsible for conducting interviews and providing recommendations to hire to Sr. department leaders.** + **Monitor and measure individual performance within the team(s) and provide feedback at minimum twice per month with the associate.** + **Handle escalated bankruptcy matters and work with attorney firms on litigated matters that require resolution.** + **Conduct regular monthly team meetings and weekly huddles to maintain communication across the department.** + **Identify process gaps within the bankruptcy processes and identify and implement solutions.** + **Manage any personal issues working with management and human resources.** + **Function as the subject matter expert on investor and regulatory requirement** + **Perform other duties and special projects assigned.** **What you'll need:** + **High school diploma or equivalent work experience.** + **Five (5+) plus years' experience in a bankruptcy role in the banking, finance or mortgage industry.** + **Three or more years in a lead or supervisory role in bankruptcy.** **Our Company:** Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you'll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: ************************** . **What We Offer:** + Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed. + Access to several fitness, restaurant, retail (and more!) discounts through our employee portal. + Customized training programs to help you advance your career. + Employee referral bonuses so you'll get paid to help Carrington and Vylla grow. + Educational Reimbursement. + Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org. **Notice to all applicants: Carrington does not do interviews or make offers via text or chat.** \#LI-SY1 Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.

**Come join our amazing team and work in a hybrid role based out of our Westfield office!** **The Bankruptcy Customer Service Supervisor is responsible for supervising staff of Customer Service BK Specialists in the day-to-day operations of mortgage servicing call center. Responsible for the overall employee performance of assigned team as well as the quality and efficiency of the assigned processes. Conducts all activities in adherence to all applicable investor timelines and in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position is $69,000/yr - $79,00.00/yr plus annual bonus.** **What you'll do:** + **Carries out supervisor responsibilities in accordance with the organization's policies, procedures, and applicable laws, including hiring and training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.** + **Ensure staff receive proper training to perform the job functions assigned to them.** + **Responsible for conducting interviews and providing recommendations to hire to Sr. department leaders.** + **Monitor and measure individual performance within the team(s) and provide feedback at minimum twice per month with the associate.** + **Handle escalated bankruptcy matters and work with attorney firms on litigated matters that require resolution.** + **Conduct regular monthly team meetings and weekly huddles to maintain communication across the department.** + **Identify process gaps within the bankruptcy processes and identify and implement solutions.** + **Manage any personal issues working with management and human resources.** + **Function as the subject matter expert on investor and regulatory requirement** + **Perform other duties and special projects assigned.** **What you'll need:** + **High school diploma or equivalent work experience.** + **Five (5+) plus years' experience in a bankruptcy role in the banking, finance or mortgage industry.** + **Three or more years in a lead or supervisory role in bankruptcy.** **Our Company:** Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you'll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: ************************** . **What We Offer:** + Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed. + Access to several fitness, restaurant, retail (and more!) discounts through our employee portal. + Customized training programs to help you advance your career. + Employee referral bonuses so you'll get paid to help Carrington and Vylla grow. + Educational Reimbursement. + Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org. **Notice to all applicants: Carrington does not do interviews or make offers via text or chat.** \#LI-SY1 Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career! of Call Center Supervisor in Orlando, Florida. What you'll do: The Contact Center Supervisor oversees and coordinates a team of telephone customer support services. Your job will include: Make necessary changes in staffing based on the day of the week, sales promotions, other anticipated events and Private Branch Exchange (PBX) data. Review PBX data to monitor the customer experience and subordinate statistics. Monitor the productivity of customer service representatives and generate required reports. Monitor individual, team and call center results to identify and address both positive and negative performance trends; ensure that the team meets both revenue goals and performance targets. Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies. Answer questions and recommend corrective services to address customer complaints. Ensure that team members are fully informed with respect to new products, procedures, customer needs and company-related issues, changes and actions. Compile work volume statistics to maintain records of customer service requests and complaints, and to meet accounting needs. Determine work procedures, prepare work schedules and expedite workflow. Study and standardize procedures to improve team members' efficiency. Compile individual employee reports into composite team reports. Experience & skills you'll need: Bachelor's degree in a relevant field, or the equivalent combination of education and experience. 2+ years of experience in a customer service role. Exceptional leadership, facilitation, conflict resolution and people management skills. Strong communications and problem-solving skills. In return for your excellent skills and abilities, we offer a comprehensive benefits package including: medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time. We invite you to visit our web site at ********************************* for additional information regarding our exceptional resort communities. As an Equal Opportunity Employer, we welcome and thank all applicants.

PENNYMAC Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U. S. mortgage loans and the management of investments related to the U. S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. A Typical Day The Customer Experience / Mortgage Call Center Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals. The Customer Experience / Mortgage Call Center Manager will: Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division Manage, monitor and measure the performance of queues and processes Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training Oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality Support, recommend and implement technology initiatives Track, measure, and report on key CX performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) Analyze customer feedback and operational data to uncover trends, root causes of issues, and key areas for improvement in the customer journey Translate complex data insights into clear, actionable recommendations for cross-functional teams Collaborate closely with other functions to ensure customer pain points are prioritized Lead cross-functional projects and initiatives to implement process improvements and system changes that directly enhance the customer experience Routinely review staff performance of key metrics and work with staff daily to improve performance Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization's desired culture and values What You'll Bring Management experience in a Call Center Environment with proven strong customer service skills Ability to work with call monitoring tools/software Demonstrated success with pipeline management Financial Services and mortgage industry experience required Strong understanding of applicable Federal, State and Local mortgage regulations Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint) Why You Should Join As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: Comprehensive Medical, Dental, and Vision Paid Time Off Programs including vacation, holidays, illness, and parental leave Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations) Retirement benefits, life insurance, 401k match, and tuition reimbursement Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships To learn more about our benefits visit: ********************* page. link/benefits For residents with state required benefit information, additional information can be found at: ************ pennymac. com/additional-benefits-information Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below: Lower in range - Building skills and experience in the role Mid-range - Experience and skills align with proficiency in the role Higher in range - Experience and skills add value above typical requirements of the role Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Salary $65,000 - $100,000 Work Model OFFICE

Job Summary CompanyXpedxLocationAtlanta, GA 30318Job TypeFull TimeEmployeeYears of Experience5+ to 7 YearsEducation LevelBachelor's DegreeCareer LevelManager (Manager/Supervisor of Staff) Customer Service Supervisor About the Job Job Responsibilities · Ensures that the Customer Service team uses proper telephone etiquette and techniques to answer customer calls in a timely, polite and professional manner. · Maximize team productivity to meet established goals (key metric). Includes support of established eCommerce goals and integration of eCommerce into daily operations. · Coach, counsel, and discipline employees as necessary. Responsible for conducting verbal and written performance appraisals in a timely and appropriate manner. · Responsible for the growth and development of department personnel. · Work closely with customer service reps to ensure timely order entry, confirmation and delivery status of orders. · Oversee daily department workflow to maintain a consistent rhythm and best utilize time. · Promote time management during “crunch” times. · Resolve service issues. Work effectively with other departments and divisions to communicate and implement new procedures. · Direct the use of xpedx computer based systems to maximize productivity. · Assist in achieving department performance measurements and scorecards. · Implement IP/xpedx policies and procedures according to company guidelines for assigned areas of responsibility. · Knowledgeable of safety work practices and assures all duties are performed in a safe manner. Support division safety committee. Participate in regular safety meetings; complete and review safety incident reports as necessary; recommend changes to assist in maintaining a safe working environment. · Oversee training of new customer service representatives. · Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations. · Assist in the recruitment and selection of new hires within the department. · Work with other team leaders and management to ensure consistent customer service within established guidelines. · Assist management to establish performance goals and conduct regular one-on-one meeting and annual performance review with employees in conjunction with management. · Monitor Cisco call center software to ensure team is managing call flow appropriately · Manage department vacation calendar · Performs other duties as assigned.

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: The Life Services team is responsible for providing financial guidance for beneficiaries and executors going through the wealth transition process when our clients pass away. This job is responsible for activities related to a service or sales environment. Key responsibilities include coaching to provide optimal client experience, performance, and ensure proper call management in relation to the contact center strategy. Job expectations include ability to demonstrate judgement and discretion during independent decision making, conduct ongoing training as needed, molding the behavior and professionalism of all team members, and promote work unity improvements to current workflow processes. Responsibilities: Coach, motivate and supervise teams as they develop client relationships through understanding needs and present enterprise solutions (Merrill and Bank of America) Deliver exceptional customer client experiences by resolving client escalations and influencing your team through example Sharpen focus on compliance and regulatory standards including but not limited to; actively managing risk - reviewing at risk client scenarios, communications and all facets of team activity to ensure responsible growth Monitor call volumes and service levels to identify trend in order to maximize efficiencies and make recommendations for improvements that impact client experience. Resolve all client issues that are elevated to supervisory level in addition to performing OMT functions as needed. Participate in leadership rotation across multiple teams within Merrill to gain perspective, exposure and insight to management career opportunities within Merrill Availability to provide coverage during weekends and/or extended hours as required to operate the business Oversees day-to-day operations and processes to foster an environment that promotes service excellence to customers Translates the organization's goals and strategies into employee metrics and goals, evaluate progress and provide feedback or intervention as needed to recognize, encourage, and improve individual performance Supports a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance Motivates others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes Builds upon employees' existing skills and experiences while identifying new skills and opportunities to help achieve individual and organizational goals Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner's mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines. Required Qualifications: Series 7, 66 and 9/10 is required Ability to understand investments and assist associates and clients with their financial needs Focus on building relationships with teammates Analytical ability with ability to manage multiple responsibilities and prioritize Strong communication skills (verbal, non-verbal, and written) and active listening skills Drive culture, leading a diverse client centric team Proven ability to manage risk - must utilize sound judgment to make business decision for shareholders and clients Must be client and associate focused Proven ability to coach and motivate others Lives the Bank of America Core Values: delivers for clients and shareholders, embraces the power of our people, acts responsibly and promotes opportunity Desired Qualifications: Capable of effectively coaching and mentoring team to meet metrics Ability to effectively manage workload in a fast-paced environment Excellent interpersonal, leadership and oral/written communication skills Capable of multi-tasking and working efficiently under stress and high volume Strong organizational and teamwork skills Previous sales experience a plus Knowledge of Merrill Life Services processes and systems a plus Skills: Recruiting Relationship Building Sales Performance Management Sales Strategy Strategic Thinking Account Management Client Experience Branding Executive Presence Performance Management Talent Development Customer Experience Improvement Decision Making Drives Engagement Leadership Development Workforce Planning Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - RI - Lincoln - 670 George Washington Hwy (RI1541) Pay and benefits information Pay range$99,700.00 - $128,100.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

Job Description Call Center Supervisor The Call Center Supervisor assists in trainings, evaluates and monitors on-the-job performance of staff responsible for third party collections. The Collections Supervisor also ensures that the Collectors are meeting production goals and complying with company standards as well as federal collection laws. Principle Responsibilities as applicable Effectively manage and supervise group of 12-18 telephone representatives Past and current ability to train, coach and develop company training materials Monitor floor activity and both outbound and inbound calls to assist employees/ customers The ability to diffuse and take over escalated calls while demonstrating the ability to find amicable resolutions with the customer The ability to effectively prioritize tasks and responsibilities for both themselves and their collection team Knowledge and understanding of all Federal, State, Local laws and regulatory requirements in the collection industry Ensure and monitor that company policies, procedures, quality and compliance are being applied. Ability to effectively communicate expectations, consequences as directed by management Other duties assigned by management Principle Objectives and Expectations Effective written and verbal communication skills Independent problem solving analysis and decision-making skills Great attention to detail and accuracy Ability to maintain confidentiality Proficient knowledge of relevant computer programs such as MS office Posses a high level of professionalism Must be punctual and dependable Experience Previous collections management experience is required Minimum HS diploma or equivalent

The Call Center Supervisor assists in trainings, evaluates and monitors on-the-job performance of staff responsible for third party collections. The Collections Supervisor also ensures that the Collectors are meeting production goals and complying with company standards as well as federal collection laws. Principle Responsibilities as applicable Effectively manage and supervise group of 12-18 telephone representatives Past and current ability to train, coach and develop company training materials Monitor floor activity and both outbound and inbound calls to assist employees/ customers The ability to diffuse and take over escalated calls while demonstrating the ability to find amicable resolutions with the customer The ability to effectively prioritize tasks and responsibilities for both themselves and their collection team Knowledge and understanding of all Federal, State, Local laws and regulatory requirements in the collection industry Ensure and monitor that company policies, procedures, quality and compliance are being applied. Ability to effectively communicate expectations, consequences as directed by management Other duties assigned by management Principle Objectives and Expectations Effective written and verbal communication skills Independent problem solving analysis and decision-making skills Great attention to detail and accuracy Ability to maintain confidentiality Proficient knowledge of relevant computer programs such as MS office Posses a high level of professionalism Must be punctual and dependable Experience Previous collections management experience is required Minimum HS diploma or equivalent

CAS Supervisor/Manager As an Accounting Supervisor at HLB Gross Collins, you will play a crucial role in overseeing the day-to-day accounting operations and ensuring accuracy and compliance with regulatory standards. The ideal candidate will possess strong leadership skills, extensive knowledge of accounting principles, and a commitment to delivering high-quality service to our clients. Essential Functions Complete and manage the month-end and year-end close processes, including bookkeeping processes, reconciliations, accruals, adjustments and financial statement preparation for dedicated clients. Review monthly bookkeeping & financial statements from team members and coach them for learning and development Coordinate and collaborate with other departments, including tax and audit, to facilitate timely and accurate reporting. Provide fractional CFO/Controller services as needed Monthly and/or Quarterly financial advisory meetings with clients Assist in the preparation of budgets, forecasts, and financial analysis to support strategic decision-making. Support senior management in special projects and initiatives as needed. Comfortable using and learning software applications for client needs Participate in industry segment meetings and marketing Mentor and implement training for CAS Team Monthly meeting with direct reports to review billable budget vs. actual, realization and goals Qualifications: Bachelor's degree in Accounting, Finance, or related field required; CPA preferred. 5-7 years of progressive experience in accounting, with at least 2 years in a supervisory role. Strong understanding of accounting principles, practices, and regulations. Proficiency in accounting software and Microsoft Excel; experience with QuickBooks Online preferred. Excellent leadership and interpersonal skills, with the ability to effectively manage and motivate a team. Detail-oriented with strong analytical and problem-solving abilities. Ability to prioritize tasks and meet deadlines in a fast-paced environment. Excellent communication skills, both verbal and written. Commitment to maintaining confidentiality and integrity in handling sensitive financial information. Ability to adapt to change and willingness to embrace new technologies and methodologies.

Job DescriptionCAS Supervisor/Manager As an Accounting Supervisor at HLB Gross Collins, you will play a crucial role in overseeing the day-to-day accounting operations and ensuring accuracy and compliance with regulatory standards. The ideal candidate will possess strong leadership skills, extensive knowledge of accounting principles, and a commitment to delivering high-quality service to our clients. Essential Functions Complete and manage the month-end and year-end close processes, including bookkeeping processes, reconciliations, accruals, adjustments and financial statement preparation for dedicated clients. Review monthly bookkeeping & financial statements from team members and coach them for learning and development Coordinate and collaborate with other departments, including tax and audit, to facilitate timely and accurate reporting. Provide fractional CFO/Controller services as needed Monthly and/or Quarterly financial advisory meetings with clients Assist in the preparation of budgets, forecasts, and financial analysis to support strategic decision-making. Support senior management in special projects and initiatives as needed. Comfortable using and learning software applications for client needs Participate in industry segment meetings and marketing Mentor and implement training for CAS Team Monthly meeting with direct reports to review billable budget vs. actual, realization and goals Qualifications: Bachelor's degree in Accounting, Finance, or related field required; CPA preferred. 5-7 years of progressive experience in accounting, with at least 2 years in a supervisory role. Strong understanding of accounting principles, practices, and regulations. Proficiency in accounting software and Microsoft Excel; experience with QuickBooks Online preferred. Excellent leadership and interpersonal skills, with the ability to effectively manage and motivate a team. Detail-oriented with strong analytical and problem-solving abilities. Ability to prioritize tasks and meet deadlines in a fast-paced environment. Excellent communication skills, both verbal and written. Commitment to maintaining confidentiality and integrity in handling sensitive financial information. Ability to adapt to change and willingness to embrace new technologies and methodologies. Powered by JazzHR ry BGdbc8S0

The Priority Team Manager will be expected to hold team members accountable for the service and relationship management delivered to both existing and prospective clients. The Team Manager will provide coaching and support that lend to the career growth of the team. Additionally, the Team Manager will oversee team members and assure they meet targets for daily, weekly, monthly, and annual performance metrics, work with line of business management in coordinating team meetings, compliance training and preparation of performance reviews. Role Responsibilities: * Must focus on bottom line performance and constantly look for ways to improve overall performance and client satisfaction along with the end-to-end client experience. * Support RMs in meeting core Key Performance Indicators (KPIs) and Morgan Stanley Financial Advisor referral goals * Must be able to remain composed, professional and maintain control in high-pressure or volatile environments * Develop a thorough understanding of all Morgan Stanley products and services while coaching the team to deliver the firm to our high priority clients * Can identify, recruit, develop and retain key talent * Utilize independent decision-making skills to handle and resolve issues * Set and manage team standards around attendance, performance metrics, and service quality * Partner with key stakeholders and varying levels of leadership to provide feedback and develop strategies for goal attainment Minimum Qualifications: * Registrations: SIE, Series 7, Series 63, Series 9/10 or equivalent and ability to obtain Mass Registration & Trader Certification * Minimum Years of Experience: 2+ years Preferred Skills: * Education: Bachelor's Degree preferred * Evidence of strong leadership capabilities and previous supervisory experience * Ability to attract and nurture talented individuals into a successful relationship management organization * Proven track record in handling and resolving complex client issues * Excellent knowledge of compliance practices and proven track record working within industry and regulatory parameters * Possess strong skills in coaching and mentoring teams to enhance performance and deliver against KPIs * Ability to work independently * Outstanding oral and written communication skills * Excellent organizational skills, with the ability to handle multiple tasks * Proficient in MS Word, Excel, PowerPoint, and Salesforce WHAT YOU CAN EXPECT FROM MORGAN STANLEY: We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work. To learn more about our offices across the globe, please copy and paste ***************************************************** into your browser. Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees. It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law. Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week. We encourage you to become a part of VyStar Credit Union's family of employees. Mortgage Servicing SupervisorACCOUNTABILITY STATEMENT Supervises the daily operations of the mortgage loan servicing staff tasked with the various processes associated with servicing first mortgages, equity loans, and mobile home loans to ensure loans are serviced in accordance with VyStar policies/procedures, secondary market requirements, private mortgage insurance company requirements, and state/federal regulations. Must demonstrate proficiency in federal and state regulations pertinent to all aspects of mortgage loan servicing activities. Staffs, trains, supervises evaluates and develops employees. ESSENTIAL JOB FUNCTIONS Supervises general mortgage servicing and mortgage document retention staff related functions consistent with VyStar Credit Union policies and procedures, secondary market guidelines, and state/federal regulations Monitors daily work assignments and timeliness of completion of same to ensure all production deadlines are adhered to. Schedules and assigns work to improve productivity as needed. Makes mortgage loan servicing decisions as authorized by policy and in conjunction with secondary market, private mortgage insurance and federal/state regulations. Ensures staff receives pertinent training to complete all job-related skills and soft skills to support employee growth and development. Completes and administers monthly benchmark review and on-on-one's timely for employee mentoring and coaching opportunities. Completes and administers annual evaluations for general mortgage servicing staff within credit union timelines. Handles escalated member calls related to mortgage servicing activities. Monitors inbound and outbound mortgage servicing calls for quality assurance. Reviews mortgage servicers queue productivity, follow-up exceptions, daily performance activity, employee attendance and punctuality. Monitors all servicing related reporting from the credit union core servicing system and customized reports to ensure they are worked in a complete, timely and accurate manner. Ensures reports are worked within mortgage management defined timelines and that any issues noted are addressed and resolved promptly. Works with servicing staff to ensure desktop and published credit union procedures reflect current practices and are periodically reviewed to guide employees on performing their daily tasks in a productive and efficient manner. Promotes technological enhancements that will allow the servicing related tasks and responsibilities to be completed in an accurate, timely and efficient manner. Promotes a positive and cohesive environment across all units operating within the Mortgage Servicing Department and throughout the credit union. Cross-sells other credit union services. Consistently adheres to VyStar core values and Code of Ethics and acts in accordance with those values. Performs the activities and projects as assigned and requested by the Mortgage Servicing Manager, and/or Vice President Mortgage Servicing. Assumes duties of Mortgage Loss Mitigation Supervisor and/or Mortgage Servicing Manager in the event of absence within the scope of authority assigned. Identify and make recommendations to Mortgage Servicing Manager and/or Vice President Mortgage Servicing regarding process improvements, quality service and increased efficiencies Performs other duties as assigned All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance. Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors and to provide support and feedback to employees assigned to the servicing unit to consistently practice and demonstrate VyStar Excellence behaviors in performing the duties and responsibilities of their position. Expected VyStar behaviors are defined as: Focus Focus your full attention by carefully listening to and observing your client or member. Connect Consistently be friendly and approachable demonstrate you care. Understand Listen empathetically and ask questions (70%/30%) Counsel Recommend solutions based on your client's or member's needs and objectives. Advance Ensure that member's expectations are exceeded. Verify follow-up action. QUALIFICATIONS EXPERIENCE Incumbent must have a minimum of six years experience in a financial or lending institution with direct member contact in mortgage servicing for conventional, equity, and mobile home loans. EDUCATION The minimum formal education required is completion of high school. Undergraduate and/or graduate degrees in management, business, finance or accounting are preferred but not required for this position. A minimum of two years experience in a leadership or supervisory position is required or attained level of Mortgage Servicer III. Specialized classes in mortgage servicing, accounting, economics or related fields are preferred. Continuing education via local conferences and workshops is required for updates on federal regulations and secondary market requirements. Must be knowledgeable of the state/federal regulations governing mortgage servicing. The incumbent must be well versed in secondary market servicing guidelines specific to the servicing of mortgage loans KNOWLEDGE, SKILLS, & ABILITIES Incumbent must have a minimum of six years experience in a financial or lending institution with direct member contact in mortgage servicing for conventional, equity, and mobile home loans. Incumbent must be well versed in servicing requirements for secondary market guidelines, private mortgage insurance company requirements, state/federal regulations and credit union policies/procedures related to mortgage loan servicing activities. Knowledge of federal and state regulations related to mortgage loan servicing such as Fair Credit Reporting Act, Escrow Regulations, Truth in Lending Act, Real Estate Settlement Procedures Act and Flood Regulations. Applicant must have positive, well-developed communication skills, both written and oral, be detail oriented, have good organizational and active listening skills, the ability to work in a fast-paced environment and proven ability to work with others. Proven ability to work under stress and in a heavy workload environment. Must have professional conduct and appearance and be self-motivated. Must work under the philosophy of “people helping people” and be able to communicate with members and legal council at all levels. Incumbent must demonstrate the qualities of a self-starter and one who follows through on all job duties. Must understand basic functions of a PC and be proficient in the use of a financial calculator and copier. Machines used in the performance of this position include PC, printer, multi-function equipment, phone equipment and building alarm system. Familiarity with the operation of building equipment and machines operated by the department employees is considered beneficial in problem solving. Demonstrated ability and working knowledge of all Microsoft Office applications is required DISCLAIMERS AND WORK ENVIRONMENT Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects. VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union. No placement fee will be paid if a candidate is hired as a result of the referral, or through other means. Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members. Thank you again for your interest in this position! VyStar Credit Union Human Resources

Under direct supervision, and in accordance with established policies and procedures, responds to telephone, email and internet-based inquiries from Synovus customers in a professional, courteous, and respectful manner to ensure customer satisfaction and retention. Resolves customer inquiries fairly and effectively providing accurate product and service information. Anticipates customer needs and identifies referral opportunities. Takes 100% responsibility for every customer interaction. Exercises good judgment in accordance with current policies and procedures when resolving customer situations. Recognizes potential exceptions and seeks assistance when necessary. Analyzes and resolves customer issues by utilizing problem solving skills and information from multiple computer databases and systems Job Duties and Responsibilities * Responds to and resolves customer inquiries and concerns in a professional, courteous, and respectful manner to ensure customer satisfaction and retention. * Serves as a point of contact and information resource assisting customers with pending requests, discrepancies, statement issues, check holds, overdrafts, and service charges. Forwards complex or unusual requests to team lead or manager. * Owns the customer experience taking immediate action to resolve customer issues. Thanks each customer for their business and treats every individual as a valued Synovus customer. * Conducts account activity research and completes customer account maintenance, such as account-type changes, address changes, and statement requests. * Utilizes internal systems and programs to document, track, and monitor each call received and processes associated paperwork. Creates detailed documentation to ensure inquires are processed in an accurate and timely manner. * Maintains awareness of required customer follow-up, timeliness, and work assignment completion rates. Achieves established work assignment accuracy goals. * Recognizes and leverages opportunities to increase revenue by deepening customer relationships through referral of Synovus products and services in support of company sales initiatives and to meet customer needs. * Explores options with customers to find the best products and services for current and long-term banking needs. Articulates detailed information including product features and benefits. * Remains current regarding Synovus policy, product and procedural changes including customer mailings and promotions and incorporates any changes into everyday working procedures. * Continuously increases knowledge of products and services offered by Synovus through self-motivation, formal education, seminars and available in-house training * Works to exceed customer expectations and quality and productivity standards to support department and company goals and initiatives. * Demonstrates Synovus HERO characteristics each day including honoring the customer covenant, exceeding expectations, recognizing customer needs, and owning the customer experience. * Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion. * Performs other related duties as required. The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Synovus is an equal opportunity employer committed to fostering an inclusive work environment. Minimum Education: High school diploma or equivalent. Minimum Experience: No experience required. Required Knowledge, Skills, & Abilities: * Telephone etiquette skills * Communications skills including ability to convey information in a receptive manner * Conflict and problem resolution skills * Proficiency using Microsoft Office software products. Preferred Knowledge, Skills, & Abilities: * Retail banking or banking related contact center experience * Knowledge of banking transactions and policies/procedures associated with establishing customer accounts * Familiarity with Synovus Customer Care related programs, systems, and databases * Interpersonal and rapport building skills