• Train, coach and ensure that regular performance feedback is provided to all employees, including Team Lead(s), and Representatives.
• Actively monitor call center service levels across multiple offices and teams to ensure daily key performance metrics are met.
• Communicate up to the management team critical escalations, client or investor concerns, employee relations concerns, staffing concerns, policy, procedure, or process changes, etc.
• Communicate with Leadership, Team Lead, and Representatives appropriately, keeping chain of command sufficiently informed regarding staff motivation, performance feedback, team and department goals, changes to policy, procedure or process, client / investor expectations and directives, etc.
• Proactively communication daily, as needed, with other management team members to ensure consistency and adequate call center coverage.
• Work closely with Call Center Leadership and Work Force Management to manage employee schedules to ensure optimum coverage of the call center hours and queues, especially peak call times.
• Be available to take escalated phone calls and/or answer escalated emails on an as-needed basis.
• Respond to Client, Investor and Borrower requests promptly and professionally, “owning” the issue and following up until the issue is satisfactorily resolved.
• Work collaboratively with all team members and management to contribute to department goals and monthly service level objectives.
• Escalate red flags, suspected Elder Abuse or suspected fraud to management and to clients promptly and with the appropriate sense of urgency.
• Delegate work appropriately to Team Lead(s), and Representatives to maintain acceptable response times and avoid bottlenecking of time sensitive issues.
• Maintain strict confidentiality of customer information and interactions.
• Maintain acceptable levels of service both in productivity and quality.
• Maintain an impeccable attendance record.
• Adhere to all established company policies and procedures.

Qualifications

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Education

• High school education or equivalent required.

Experience/Training

• Minimum four years’ experience in a call center or similar quality driven customer service environment
• Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws

Professional Certification/License

N/A

Skills and Abilities

• Must be enthusiastic about providing the highest quality customer care
• Must be able to lead and motivate a call center staff
• Must be computer literate and comfortable navigating MS Office, call center software and proprietary loan servicing applications
• Able to quickly learn and adapt to a changing environment
• Able to work independently and collaboratively as part of a team
• Ability and willingness to take ownership of issues and apply the appropriate sense of urgency
• Ability to effectively communicate feedback and present observations trends and recommendations to peers and management staff

Working Conditions

Work is performed in a professional office environment with no unusual hazards. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements

While performing the duties of this job, the employee is regularly required to listen to recorded phone calls. The employee is required to sit for extended periods of time.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.