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Customer Advocacy Supervisor in Fort Worth, TX at Colonial Savings

Date Posted: 4/16/2018

Job Snapshot

Job Description

Company:  Colonial Savings

Job Title: Customer Advocacy Supervisor 

City: Fort Worth State: Texas        


Customer Advocacy Supervisor


Job Description

The Customer Advocacy Supervisor will oversee the customer advocacy team to ensure delivery of excellent customer service to Colonial's customers including written correspondence, letter librarian, escalations, etc. The supervisor will provide development, direction, support and guidance to staff in achievement of company and departmental goals and will ensure compliance with company, federal, regulatory and investor guidelines. 

Responsibilities include:

  • Lead and develop associates by motivating, coaching, training, monitoring and evaluating performance
  • Administer policies and procedures for mortgage servicing to ensure compliance with various regulatory, investor, governmental and corporate requirements
  • Communicate with internal and external contacts and document interactions regarding; mortgage loan administration, error and escalation research, servicing guidelines and policies
  • Establish new and enhanced policies and procedures to meet changing servicing needs
  • Develop and manage reporting and trending to ensure customer satisfaction
  • Ensure all written communication to customers is effective, efficient and meets customer needs
  • Manage and review all monthly quality monitoring
  • Generate daily correspondence and reports for management and executive team
  • Provide superior service to our customers and internal staff
  • Utilize multiple information systems to fully access customer mortgage account information including electronic and paper document archive structures
  • Use real time displays to evaluate daily business needs and make necessary adjustments to meet required service levels
  • Ensure departmental goals and objectives are clearly communicated to staff on a daily, weekly, and monthly basis
  • Develop and implement initiatives that will increase efficiency while improving customer service
  • Escalate to management any deficiencies, problems, or concerns that might be a potential risk and offer remediation recommendations
  • Various duties as assigned


Job Requirements

  • 3+ years of mortgage servicing experience
  • 3+ years of customer service experience
  • 2+ years of supervisory experience
  • Some college coursework preferred
  • Proficient in Word, Excel, and PowerPoint
  • Attention to detail
  • Superior customer service skills
  • Exceptional leadership and motivational skills
  • Exceptional written and verbal communication skills
  • Advanced organizational skills including the ability to plan work activities and stay on task
  • Ability to meet stringent deadlines
  • Ability to handle escalated issues and communicate directly with internal and external customers, peers and senior management
  • Ability to handle multiple tasks simultaneously
  • Provide quality interactions with internal and external sources




This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer



Colonial is a national provider of banking, home loans and insurance. Founded in 1952, the company has $1 Billion in assets and is privately held by choice to ensure our focus remains on our customers and not the expectations of Wall Street. Colonial is rated “Five Stars – Highly Recommended” as one of the strongest financial institutions in the country by Bauer Financial, a leading analyst, and has earned Fannie Mae’s Four STAR award for customer service and foreclosure prevention, as well as the highest achieving STAR Performer for best practices in General Servicing, Collections/Loss Mitigation and Neighborhood Stabilization in 2014.


Member FDIC | Equal Housing Lender | NMLS ID 401285