Customer Solutions Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Solutions Manager based in the United States.
This role offers the opportunity to lead customer-focused operations within a fast-paced mortgage servicing environment.
The successful candidate will oversee teams, improve service delivery, and ensure exceptional outcomes for homeowners and business partners.
You will combine operational leadership, regulatory knowledge, and customer advocacy to drive meaningful improvements.
This position requires strong leadership skills, strategic thinking, and the ability to manage complex processes and teams.
Working closely with internal departments, customers, and industry partners, you will help shape solutions that improve efficiency and compliance.
The ideal candidate will thrive in an environment that values collaboration, accountability, and continuous improvement.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Solutions Manager based in the United States.
This role offers the opportunity to lead customer-focused operations within a fast-paced mortgage servicing environment.
The successful candidate will oversee teams, improve service delivery, and ensure exceptional outcomes for homeowners and business partners.
You will combine operational leadership, regulatory knowledge, and customer advocacy to drive meaningful improvements.
This position requires strong leadership skills, strategic thinking, and the ability to manage complex processes and teams.
Working closely with internal departments, customers, and industry partners, you will help shape solutions that improve efficiency and compliance.
The ideal candidate will thrive in an environment that values collaboration, accountability, and continuous improvement.
Accountabilities:
- Manage, coach, mentor, and develop department teams to achieve operational goals and deliver high-quality customer outcomes.
- Review consumer complaints and responses to ensure timely resolution and compliance with applicable regulations.
- Ensure consumer information requests are handled according to regulatory requirements and internal policies.
- Prepare and deliver monthly consumer request trend reports and insights to senior leadership.
- Maintain accurate investor reporting records and ensure servicing agreement requirements are properly implemented.
- Establish departmental procedures, controls, workflows, and operational standards.
- Define performance metrics and goals for teams while monitoring progress and driving accountability.
- Support customer service teams with escalated issues and customer improvement initiatives.
- Prepare required reports for regulatory and government agencies.
- Maintain current knowledge of mortgage servicing regulations and compliance requirements.
- Manage internal tracking systems, workflows, and operational processes.
- Allocate work assignments and oversee department productivity through team leadership.
- Conduct quality control reviews and identify opportunities for process improvements.
- Develop annual budgets, departmental goals, and operational expectations.
- Manage external vendors and service providers supporting assigned departments.
- Support the development and enhancement of products, services, and operational solutions.
- Create, update, review, test, maintain, and communicate department policies and procedures.
- Deliver training and guidance to ensure consistent execution of processes and standards.
- Perform additional responsibilities as assigned to support business objectives.
- High School Diploma or equivalent required.
- Bachelor’s degree in Business or a related field preferred.
- 8+ years of customer service experience, preferably within mortgage servicing or mortgage banking.
- 5+ years of management or leadership experience preferred.
- Strong knowledge of mortgage lending and servicing operations.
- Understanding of state and federal laws and regulations related to mortgage and consumer lending.
- Experience managing workflows, staffing requirements, operational costs, and performance metrics.
- Ability to prepare operating budgets and analyze financial variances.
- Strong analytical skills with the ability to use data to solve operational challenges.
- Excellent leadership skills with experience coaching, developing, and motivating teams.
- Strong decision-making and problem-solving abilities.
- Ability to prioritize effectively, manage deadlines, and work independently.
- Strong collaboration skills with the ability to build effective relationships across teams.
- Excellent written, verbal, and interpersonal communication skills.
- Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.
- Ability to maintain confidentiality and handle sensitive customer information.
- Competitive annual compensation range of $64,800 - $121,500, depending on qualifications, skills, experience, and other factors.
- Remote work flexibility with company-provided equipment.
- Medical, dental, vision, life, and disability insurance options.
- Paid holidays, vacation time, and sick leave.
- 401(k) plan with company matching contributions.
- Employee stock purchase plan.
- Wellness programs, including mental health resources and wellness initiatives.
- Employee recognition programs celebrating achievements and milestones.
- Discounts on gym memberships, pet insurance, and employee purchasing programs.
- Tuition reimbursement opportunities supporting professional development.
- Career growth opportunities within a collaborative and supportive environment.
- Opportunity to make a meaningful impact by improving customer experiences and operational outcomes.
The Customer Solutions Manager will oversee customer-focused operations, lead department performance, and ensure compliance with industry regulations and service standards. This role requires strong operational leadership, team development capabilities, and the ability to analyze trends, improve processes, and deliver effective solutions.
Requirements:
The ideal candidate is an experienced customer operations leader with a strong understanding of mortgage servicing, regulatory compliance, and team management. Candidates should demonstrate excellent communication skills, sound judgment, and the ability to manage complex operational challenges.