Supervisor of Servicing - Client Happiness

The Supervisor of Servicing Client Happiness position will report to the Servicing Manager. As the Supervisor of Servicing you will:

• Lead coach and support frontline servicing agents and Team Leads.

• Oversee daily servicing performance quality and accuracy across all client contact channels (phone email chat SMS).

• Help resolve escalated client issues and ensure strong problem resolution.

• Monitor workflows service levels and servicing outcomes to meet team goals.

• Partner with the Servicing Manager to roll out strategies and improve processes.

• Ensure servicing work meets compliance and regulatory requirements.

• Support team engagement readiness and ongoing development.

About You:

• 2+ years of experience in a contact center or loan servicing environment.

• 5+ years of people leadership experience (Supervisor Lead or similar).

• Familiarity with CRM or servicing systems.

• Strong knowledge of loan servicing and repayment processes.

• Comfortable coaching and developing team members in a fast-paced environment.

• Strong analytical problem-solving and decision-making skills.

• Clear and effective written and verbal communication skills.

Even Better:

• Experience in student loan servicing financial services or regulated customer support

• Exposure to workforce management or staffing coordination.

• Knowledge of servicing compliance frameworks (FDCPA CFPB).

Where: This role will be remote.

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