Bilingual (Spanish) Contact Center Supervisor - Mortgage

Location: Bridgeport, Connecticut, United States; report to the office 4 days per week and work from home 1 day per week. Hours require flexibility Monday–Friday between 8:30 a.m. and 9 p.m.

Salary: $31.72–$52.86 per hour (USD).

Company

Banking organization providing customer account and mortgage-related financial services.

What you will do

• Supervise and coordinate the daily workflow of an assigned mortgage contact center unit of 10–15 employees.
• Resolve complex customer account management issues directly or through staff.
• Provide leadership, feedback, training, performance management, and staffing oversight.
• Communicate and enforce operational changes, bank policies, investor regulations, and applicable laws.
• Maintain internal controls, address audit and regulatory findings, and escalate risk-related issues.
• Represent the unit on department and bank-wide projects and support process innovation.

Requirements

• At least 5 years of combined higher education and/or relevant work experience, including 2 years of work leadership experience.
• Fluent spoken and written English and Spanish; proficiency will be assessed.
• Excellent customer service skills with tact and diplomacy.
• Strong knowledge of spreadsheet, word processing, and presentation software.
• Ability to work under minimal supervision and exercise independent judgment.
• Ability to report to the Bridgeport office 4 days per week and work from home 1 day per week.

Nice to have

• Bachelor's degree.
• Previous call center, banking operations, or customer service experience.
• Knowledge of departmental systems, documents, and procedures.
• Demonstrated work leadership and strong verbal and written communication skills.

Culture & Benefits

• Hybrid schedule with one work-from-home day per week.
• Work environment focused on belonging and representing the bank's brand.
• Responsibilities include compliance with risk, regulatory, audit, and internal control standards.