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Customer Relations Manager (5250) in Irving, TX at Mr. Cooper

Date Posted: 12/3/2018

Job Snapshot

  • Employee Type:
  • Location:
    Irving, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

Job Summary

The Customer Relations Manager is responsible for a team of Customer Relations Specialists fielding in-bound calls as well as receiving written correspondence from customers with questions, concerns or complaints. The position is also responsible for providing excellent customer service and knowledgeable responses to resolve customer concerns. 

Roles & Responsibilities:

  • Trains, develops and conducts performance reviews of all Customer Relations Specialists within the Customer Relations department.
  • Leads the staff members to promptly and effectively handle the daily operations of the department.
  • Tracks and reports productivity of the units as required by management.
  • Ensures accurate and consistent records management.
  • Maintains strong customer confidence through a constant improvement process with staff.
  • Ensures that staff members understand the focus on customer retention when handling customer questions, concerns, and requests.
  • Handles all escalated customer service issues to the satisfaction of all parties.
  • Manages and controls costs and maintains adherence to cost center budgets. 
  • Maintains call volumes to meet goals set for department.
  • Creates a schedule to ensure proper phone coverage.

Core Requirements:

  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • Familiarity with call center operations
  • Excellent written and verbal communications skills
  • Ability to deal with complaints and conflict resolutions in a professional and decisive manner
  • 5 years of related customer care experience
  • 2+  years of recent, residential, mortgage servicing experience as a team manager/supervisor.

Visit our Media Room to learn more about Mr. Cooper, the largest non-bank mortgage servicer. Please contact  for further information or apply online

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United States of America

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Mr. Cooper

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