Associate Vice President of Customer Service Greater Charlotte, NC Area

The Company is seeking an Associate Vice President of Customer Service to provide strategic leadership and operational oversight across customer service, collections, and default-related call operations. The role focuses on delivering a consistent, customer-centered experience, setting service and performance standards, and using customer feedback and operational data to identify improvements. The successful candidate will develop leaders and teams, strengthen accountability, and guide change initiatives. They will also monitor key performance indicators, improve processes and staffing models, and oversee departmental policies, procedures, and operational communications. Candidates should have at least four years of call center supervisory or management experience and a strong background in customer service operations, preferably in mortgage servicing or another regulated financial services environment. Required expertise includes government and GSE servicing requirements, call center operations, telephony, performance management, and loss mitigation, along with the ability to analyze data and deliver measurable improvements. Strong leadership, coaching, communication, and cross-functional collaboration skills are essential, as is working knowledge of relevant servicing systems and Microsoft Office applications. A bachelor’s degree in business administration, management, finance, or a related field is required; process improvement certification and experience leading large-scale operations or transformation initiatives are preferred.

Hiring Company

CrossCountry Mortgage, Inc.