Summary/Objective

The Customer Care Manager oversees the Customer Care Department and any issues & escalations that may impact the department. ?

What You Will Do:

• Create and/or maintain policy in accordance with FDCPA, FCRA, and CFPB guidelines.
• Approve department letters to be sent to the borrower and/or agent of the borrower.
• Read and decipher reports regarding agent productivity.
• Schedule agents accordingly.
• Answer escalated calls and work to resolve borrower issues in a professional and courteous manner.
• Review call monitoring scores and offer corrective suggestions to employees if needed.
• Approve employee time off requests and timecard corrections.
• Manage Social Media Complaint resolution.
• Handle escalated matters from Investors and borrowers.
• Coordinate with all departments to see that investor needs are met.
• Attend SOW calls to determine the needs of new or existing clients.
• Provide correction and direction to Customer Care agents on loan level details.
• Review and analyze report data and take corrective action if required.
• Responsible for meeting legal requirements and following internal policies
• Manage / train Customer Care Supervisors and Leads.
• Assist with all agency voice departments as needed.

What We're Looking For:

• Customer/Client Focus
• Problem Solving/Analysis
• Time Management
• Teamwork Orientation
• Excellent interpersonal skills
• Strong Verbal Communication skills

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 7:00 a.m. to 8:00 p.m. and one to two Saturdays per month.

Education and Experience:

• 2-3 years supervisory experience
• 2-3 years call center management experience
• 5 years Customer Service Experience
• Knowledge of Mortgage Loan Servicing
• Proficient with Word, Excel, Internet
• Proficient with PC
• Ability to multi-task, prioritize effectively and efficiently

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What’s in it for you?

• Competitive compensation and full benefits package include medical, dental, and vision.
• 100% company-paid life insurance and disability coverage!
• 401K with company matching!
• 17 days PTO (increases with tenure) and 9 company paid holidays!
• Professional but fun, casual work environment and great team culture!

About BSI Financial:

Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible.

BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing
companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.

EEO Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.