Loan Servicing - Customer Service Manager

Location: Northwestern Detroit, MI
Date Posted: 10-11-2016

 
Summary
The Customer Care Supervisor is responsible for the oversight and management of customer service/customer care including but not limited to: Call center, web services and refinance opportunities.
 
Essential Job Functions:
  • Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation.
  • Assists in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing.
  • Manages day to day operations of the customer service area to ensure smooth work flow and to achieve predetermined goals.
  • Builds effective and strong team committed to delivering world class customer care and achieving organizational goals.
  • Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management.
  • Develops and implements effective policies and procedures to ensure timely, accurate, cost-effective and excellent service to our customers.
  • Identifies and analyzes escalated problems and provide guidance to team members for resolution.
  • Negotiates solutions and acts as a liaison with internal and external customers when necessary.
 

Qualifications:

  • Experience working as a Manager, Supervisor, or Team Lead in a call center atmosphere
  • Ability to coach and develop customer service representatives
  • Ability to lead a team to reach performance objectives and goals
  • Exceptional interpersonal skills
  • Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required
  • Detail oriented
  • Mortgage banking experience required. Compensation based on experience
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