Customer Service Manager

Company Name:
Waterstone Mortgage Corporation
SUMMARY: This individual provides leadership and direction of Customer Service through direct contact and assistance to other Corporate Managers. The individual supervises all the activities of the Customer Service Department while managing staff, and maintaining performance metrics and standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Manage Customer Service Representatives, providing training and development to assist customer calls.
Assist in the development of Customer Service policies and procedures.
Provide assistance to customers and Loan Originators on loan servicing issues.
Manage interim servicing with regard to "Notice of Sale/Transfer of Servicing".
Oversee and manage escalated customer service issues, making recommendations for resolutions.
Manage Post Closing Customer Satisfaction surveys. Distribute to Executive staff and Managers as necessary, making recommendations for procedure changes and training.
Provide Customer Service support and direction on corporate website requests and leads.
Manage Customer Service complaints and adhere to Customer Service Complaint Policy.


Complete regulatory and compliance training, as required.
Assists WMC employees and departments as needed.

Individuals in this position shall not engage in loan origination during the course of his/her employment with WMC. Loan origination is defined as (1) taking a residential mortgage loan application; or (2) offering or negotiating terms of a residential mortgage loan for compensation or gain.

SUPERVISORY RESPONSIBILITIES: Corporate Customer Service Representative(s)

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE: Bachelors in Business Management, Communications or Related field, or equivalent years' experience. 1-2 years experience in the mortgage industry. Current knowledge of mortgage industry, laws, regulations and compliance of loan origination.

COMPUTER SKILLS: Proficient in Microsoft Office (Word, Excel, Outlook and PowerPoint). Knowledge of Encompass loan system a plus.

LANGUAGE SKILLS: Excellent communication skills. Good grammar and diction. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write detailed correspondence. Ability to effectively present information in one-on-one and small to mid-sized group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

CUSTOMER SERVICE SKILLS: Using excellent customer service skills which includes maintaining a good attitude, taking ownership of meeting customer needs, going the "extra mile" for customers, demonstrating a commitment to sharpening skills through education and training, using positive communication, and looking for opportunities to respect customers' time and schedules.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to walk; stand; and stoop, kneel or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is a professional office environment where a conservative business dress code is in effect. The noise level in the work environment is usually moderate.

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