Customer Advocate Supervisor

Irvine, CA, USA

Full-TimeDepends on ExperienceMid-LevelHigh school or equivalent

Job Description

Welcome to loanDepot – one of the nation's largest and fastest-growing online mortgage lenders! We are seeking a highly motivated and dynamic individual to join our team as a Customer Advocate Supervisor. This role is perfect for someone who is passionate about providing exceptional customer service and has extensive leadership experience. Our ideal candidate is a natural problem-solver with a strong focus on customer satisfaction and a track record of successfully managing and coaching a team. If you are ready to take your career to the next level and make a positive impact in the lives of our customers, we want to hear from you!

Supervise and lead a team of Customer Advocates to ensure exceptional customer service delivery.
Coach and develop team members to improve their customer service skills and overall performance.
Create and maintain a positive and motivating work environment for the team.
Oversee customer interactions and ensure all inquiries and concerns are handled promptly and effectively.
Monitor customer satisfaction levels and implement strategies to improve customer experience.
Collaborate with other departments to address and resolve complex customer issues.
Develop and implement customer service policies and procedures to ensure efficient and consistent service delivery.
Conduct regular performance evaluations and provide feedback and recommendations for improvement.
Coordinate and conduct training sessions for new hires and ongoing training for current team members.
Stay updated on industry trends and best practices to continuously improve the customer service experience.
Manage and allocate resources effectively to meet customer service goals.
Handle escalated customer inquiries and complaints in a timely and professional manner.
Analyze customer feedback and data to identify areas for improvement and implement necessary changes.
Maintain accurate records of customer interactions and provide reports to management as needed.
Foster a culture of excellent customer service and ensure all team members are aligned with company values and goals.

Where is this job?

This job is located at Irvine, CA, USA

Job Qualifications

Experience In Customer Service: A Customer Advocate Supervisor At Loandepot Must Have A Strong Background In Customer Service, With A Proven Track Record Of Successfully Managing Customer Interactions And Resolving Issues Effectively.
Leadership Skills: As A Supervisor, This Role Requires Strong Leadership Skills To Manage And Motivate A Team Of Customer Advocates. The Ideal Candidate Should Have Previous Experience In A Supervisory Role And Possess The Ability To Make Decisions, Delegate Tasks, And Provide Guidance To Team Members.
Excellent Communication Skills: Effective Communication Is Crucial In This Role, As The Customer Advocate Supervisor Will Be Responsible For Communicating With Both Customers And Team Members. The Ability To Clearly And Concisely Convey Information Is Essential For Success In This Position.
Knowledge Of Mortgage Industry: While Not Required, Candidates With Knowledge Of The Mortgage Industry Will Have An Advantage In This Role. Understanding The Loan Process And The Needs Of Loandepot's Customers Will Allow The Customer Advocate Supervisor To Better Assist Customers And Support Their Team.
Problem-Solving Abilities: A Customer Advocate Supervisor Must Have Strong Problem-Solving Skills To Handle Complex Customer Issues And Find Effective Solutions. This Includes The Ability To Analyze And Evaluate Situations, Think Critically, And Make Decisions In A Timely Manner.

Required Skills

Communication
Time Management
Coaching
Team Management
Leadership
Conflict Resolution
customer service
Analytical Thinking
Decision Making
Relationship Building
Problem-Solving
Adaptability

Soft Skills

Communication
Leadership
Time management
Interpersonal Skills
creativity
Critical thinking
Attention to detail
Teamwork
Adaptability
Problem-Solving

Compensation

According to JobzMall, the average salary range for a Customer Advocate Supervisor in Irvine, CA, USA is between $63,000 and $84,000 per year. This may vary depending on the specific company, experience level, and other factors.

Additional Information

loanDepot is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Required LanguagesEnglish

Job PostedAugust 9th, 2024

Apply BeforeMay 22nd, 2025

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