• 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