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Customer Relations Supervisor in Fort Worth, TX at Colonial Savings

Date Posted: 3/6/2018

Job Snapshot

Job Description

Company:  Colonial Savings

Job Title: Customer Relations Supervisor 

City: Fort Worth State: Texas        


Customer Relations Supervisor


Job Description

The Customer Relations Supervisor will oversee the mortgage servicing customer service experience to ensure delivery of excellent customer service to Colonial's customers. The CRS 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 documenting 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
• Manage and review all monthly quality monitoring
• Generate daily correspondence and reports for management and executive team
• Provide superior service to our customers as well as internal staff
• Utilize multiple information systems to fully access customer mortgage account information including electronic, microfiche and paper document archive structures
• Cost center management and ACD work group operations
• 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
• 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 details
• Superior customer service skills
• Exceptional leadership and motivational skills
• Advanced organizational skills including the ability to plan work activities and stay on task
• Ability to meet stringent deadlines
• Ability to handle multiple tasks simultaneously




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