Position Profile

October 1, 2023

POSITION TITLE: Customer Service Supervisor (CSS)


REPORTS TO: Operations Manager

SALARY: $19.00/hour plus, depending on experience.


  • The purpose of CSS position is to see that all Customer Service tasks are performed within established standards of turnaround time and accuracy.
  • To act as the role model for CSRs (Customer Service Reps), and provide training and monitoring of procedures to maintain consistency within the customer service department.


  • Credit investigation/verification, handling incoming calls from lender clients, and processing requests on our web-based credit-reporting platform.
  • Participate in the training of all new Customer Service Reps (CSRs)
  • Work with Operations Manger to establish credit reporting standard operating procedures and perform tasks as assigned by management.
  • Knowledge of MS Office (Internet Explorer, Word and Excel as a minimum), including Outlook, is required.
  • Full-time, non-exempt, position, from 8 a.m. to 5 p.m. Monday - Friday.


  • Excellent verbal and written communication skills, a positive attitude and a passion for providing outstanding customer service.
  • Knowledge of mortgage credit reporting best practices, FCRA/FACTA, credit reporting systems and the larger mortgage industry is required for this key position within the company.
  • Experience in training entry-level employees in mortgage credit reporting best practices.
  • Familiarity with mortgage underwriting and automated underwriting systems.

  • BA/BS recommended, AA or equivalent required