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MUFG Union Bank Customer Service Supervisor in Arlington, Texas

Customer Service Supervisor - 10044524-WD


Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020).In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Job Summary

Responsible for directly supervising and managing the assigned Consumer Lending Customer Service area such as Escrow Administration, Customer Service Call Center, or Customer Service Research, etc.

Major Responsibilities:

General Management Duties:

  • 30% Responsible for directly supervising staff, including interviewing, hiring staff and the termination of staff; recommending salary changes, job promotions; setting work hours, conducting counseling/performance reviews, and planning of the staff ‘s work.

  • Responsible for ensuring staff comply with all wage and hour regulations.

  • This includes reviewing employee timecards for accuracy and ensuring all meal and rest breaks are adhered too.

  • Direct and oversee staff to ensure the efficient and accurate operation of the unit.

  • Responsible for overall quality and quantity of work produced. Responsible for compliance with federal and state regulatory requirements.

  • Responsible for adherence to all internal policies, procedures, and established service levels.

  • Ensures quality customer service to all clients (internal & external).

  • Ensures operations within pre-established service level standards:

If assigned to the Customer Call Center Research, duties include (but not limited too):

  • 70% Responsible for all Office of the President, borrower or regulatory inquiries research and respond to all complaints or litigation related matters.

  • Work with internal auditors, external regulatory, CAM Compliance, Quality control relating to any operational audits or reporting requirements of the Call Center.

  • Responsible for review and payment of vendor invoices.

  • Recommend solutions to the more complex client inquiries, disputes and complaints, ensuring that responses and documentation are within department guidelines.

  • Supervise the analysis and resolution of payment inquiries / problems, credit bureau disputes, research title, escrow and year-end documents.

  • Informs customers of consumer and real estate product lines, answers questions on such items, and makes referrals to loan production offices.

  • Ensures credit bureau disputes/corrections are resolved and researched within bank and government rules and regulations. Service members Credit Relief Act (SCRA) tracking and processing.

  • Loan Assumption tracking and processing.

  • Act as primary contact for Branch and CASM department issues.

  • Provide information as requested for monthly business review, productivity tracking, business plans, goals, budgets, staffing projections.

  • Develop and implement action plans to overcome unfavorable variances to service level standards.

If assigned to Escrow Admin, duties include (not limited to):

  • 70% Ensure valid/appropriate insurance coverage are in force and forced-placement occurs where and when required; and payments / remittance processing completed accurately and timely

  • Monitor escrow accounts, to ensure all terms are in line with federal regs (RESPA) and investor requirements.

  • Supervises the payment and remittance processing for mortgage life and health insurance, MIP & PMI coverage.

  • Supervises the processing of tax payments, refunds of duplicate or overpayment of property taxes, and assure tax records / payments are current on all consumer and real estate loans.

  • Supervise property tax audits to include tax service contract set-ups, delinquency tracking, advancement of taxes, monitor repayment terms, maintains records and reports of tax payments, follow up on loans where taxes are paid buy the client; recommends advances and repayment of delinquent tax redemption amounts.

  • Responsible for control and maintenance of all insurance claim records; administer related insurance claims.

  • Maintain working relationships with force-placement vendors, tax services, and tax collector officials Oversee, assist in resolving insurance, tax or escrow analysis problems and client inquiries in a timely manner.

  • Coordinate and assure payments of insurance to agents, review payments for impound accounts. Reviews and monitors flood map changes, ensuring proper client notifications and coverages are provided.

  • Ensures timely payment of all escrowed bills, including tax, PMI and insurance; force-placement for uninsured residential and consumer loans; processing of all loan modification, assumption and workout requests; accuracy of residential interest reporting, HMDA reporting of assumptions, and year-end summary statements Annually, reviews all non-escrowed properties for potential tax delinquencies.

  • If needed, begins letter series up to advancement.

If assigned to Customer Service Call Center, duties include (but not limited to):

  • 70% Conduct extensive analysis of phone rep's productivity to assume proper staffing and capacity planning.

  • Audit phone activity to ensure compliance with bank policies and applicable State and Federal requirements are met.

  • Supervise the achievement of quality and efficient call handling of customers for inbound call center.

  • Service all products within CL Customer Service which requires staying well versed on updates as they occur on various products.

  • Ensures maximum utilization of ACD system, to include productivity measurement, management reporting and scheduling.

  • Supervise training to existing and new staff members, monitor productivity, quality and accuracy of work produced.

  • Ensures staff is adhering to compliance regulations o all phone calls, practices and procedures.

  • Assist staff with identifying the appropriate resolutions for customer inquires (i.e. credit reports, loan documents).

  • Recommend solutions to the more complex client inquiries, disputes and complaints, ensuring that responses and documentation are within department guidelines.

  • Informs customers of consumer and real estate product lines, answers questions on such items, and makes referrals to loan production offices for escalated calls.

  • Ensures department al monthly SLA's including ASA and Abandonment rates goals are achieved. Research, initiate, create , update and modify procedures for functions in the Call Center.

  • Secondary contact for branch and CASM department issues



  • Requires a minimum of 5 years direct work experience in management/supervisory experience, preferably in consumer and real estate lending, or merchant servicing.

  • Requires thorough working knowledge of general lending policies and procedures.

  • Requires demonstrated problem solving skills and multi-task abilities and Call Center experience. Requires comprehensive knowledge of specifically assigned area.

  • Requires excellent communication skills, both oral and written, and organizational skills.

  • Proficiency on PC/ computer systems preferred. Finance or business degree preferred

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job : Operations

Primary Location : ARIZONA-Tempe

Other Locations : TEXAS-Arlington

Job Posting : Jun 14, 2021, 5:14:46 PM

Shift: : Day

Schedule: : Full Time

Req ID: 10044524-WD