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WHO WE ARE
A subsidiary of Mr. Cooper founded in 2012, Xome was built on the belief that the process of buying/selling a home shouldn’t undermine the excitement of home ownership. In working to bridge the offline and online worlds of real estate, we’ve opened new possibilities for home buyers/sellers and more business for real estate professionals.
Xome is comprised of industry leading real estate and technology companies, including Title365, and Xome Labs, united by the shared goal of forever transforming the real estate experience. Learn more at http://www.xome.com
Essential Job Functions
- Responsible for the training, development and performance reviews of all employees within the Customer Service Call Center and Welcome Call groups.
- Responsible for the leadership of the staff members of the Customer Service Call Center and Welcome Call group to promptly and effectively handle the daily operations.
- Ensure that staff members are adhering to all government servicing and disclosure laws including Right to Privacy, ECOA and RESPA.
- Track and report productivity of the units as required by management.
- Ensure accurate and consistent records management.
- Maintain strong customer confidence through a constant improvement process with staff.
- Ensure that staff members understand the focus on customer retention when handling customer questions, concerns.
- Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
- Handle all escalated customer service issues to the satisfaction of all parties.
- Manage and control costs and maintain adherence to cost center budgets.
- Maintain call volumes to meet goals set for department.
- Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
- 2+ years of recent residential mortgage servicing experience as a team manager/supervisor.
- Familiarity with call center operations
- Experience with managing outsourcers to meet timelines and budgets
- Experience with managing 3rd party mail providers
- Comfort level with file transfer protocols (FTP) and file formats needed for the secure transmission of data
Xome is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self. We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive. Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation. We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.
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The Customer Service Manager is responsible for the overall management and performance of the Customer Service Call Center. The Customer Service Manager will also help resolve conflicts and ensure customer’s needs are met with the highest standard of satisfaction from themselves and agents.