VP Customer Service Supervisor: Commercial Mortgage loan servicing FHA or Fannie MAE

Job Description

VP Customer Satisfaction Loan Servicing - FHA Fannie Mae Mortgages

Executive Search Associates is one of the leading recruiters for MAP AND DUS approved lenders providing highly competent and qualified commercial mortgage professionals to leading employers nationally. 

Our client is seeking a Vice President – Customer Satisfaction to lead a new, to-be-formed Customer Satisfaction department in our commercial mortgage loan servicing company, which is headquartered in Warrenton, VA.  the company services over $12.5 billion in loans, and is a leading multifamily and healthcare lender specializing in FHA, Fannie Mae, Freddie Mac and Ginnie Mae loan products. At present the customer service function is split among two different groups and as a result does not provide a level of service which meets our “best in class” corporate standards. We are looking for a take-charge leader who can unite existing staff, create a customer-focused mission for the department and serve as on ombudsman for our clients within the organization.   Our client seeks leaders and team players, candidates who can work in a collaborative environment and possess drive, integrity, creativity, compassion and a strong work ethic.


  • Merge existing customer service personnel in a new department
  • Structure and manage a team of approximately 3 - 4 customer service professionals
  • Establish a department mission and focus
  • Develop and implement a comprehensive plan for meeting customer satisfaction needs via telephone, written correspondence and client website portal
  • Meet with clients and personally handle major client issues and problems
  • Develop a mechanism to solicit and address client suggestions
  • Develop and implement a “frequent flyer” program for large clients
  • Identify, develop and internally promote other unique customer-focused initiatives

Job Requirements

      • Minimum 7 to 15 years of customer service experience, ideally within the mortgage industry
      • Minimum of 3 years in a managerial role
      • Experience with FHA HUD,  Fannie Mae/Freddie Mac or Ginnie commercial mortgages
      • Proven track record of building quality teams, using metrics to track customer service improvements
      • Bachelor’s degree; Master’s or other advanced degree preferred in finance or real estate
      • Mastery of customer service telephone, website and print tools
      • Innovation and leadership skills
      • Ability and desire to promote “best in class” client experience
      • Ability and desire to effect change

Job Snapshot

Base Pay $85,000.00 - $98,000.00 /Year
Employment Type Full-Time/Part-Time
Job Type Finance, Real Estate, Professional Services
Education 4 Year Degree
Experience At least 2 year(s)
Manages Others No
Industry Real Estate - Property Mgt, Accounting - Finance, Mortgage
Required Travel Not Specified
Job ID recruiter
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VP Customer Service Supervisor: Commercial Mortgage loan servicing FHA or Fannie MAE

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