This role is the leadership role over the Call Center. This leader oversees staff in the Oklahoma office location, which is a federal contract for the Home Equity Conversion Mortgage (HECM) contract for HUD. This leader is responsible for ensuring that both service and compliance standards are met relative to company and department policies and procedures, applicable government, regulatory and investor guidelines and client commitments. Responsibilities include achieving established metrics for productivity, quality and turn times, and leading the forward progress and evolution of the department through automation, telephony and IVR development and process improvement including cost-saving measures such as offshoring and bot automation where applicable.

The leader is responsible for the performance of a team of call center agents, team leads, trainers, analysts, specialists, supervisors, and managers, including responsibility for hiring, training, coaching, development, and disciplinary action when necessary. The leader is also responsible for timely and successfully resolving escalated issues from any source.

Duties and responsibilities

Communication and Collaboration

o Collaborate with all company departments and all levels of leadership to strategically plan and implement actions that align with CompuLink’s goals and objectives.

o Collaborate with Borrower Care department management and team members.

o Communicate effectively up and down, including with Senior Leadership, escalating critical incidents, client or investor concerns, employee relations or staffing concerns, policy, procedure, or process changes as needed.

o Report risk items, escalate red flags, suspected Elder Abuse or suspected fraud to management and to client relations/clients promptly.

o Communicate with department leadership and employees 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.

o Respond to requests promptly and professionally, “owning” issues and following up until the issue is satisfactorily resolved.

o Be available to take escalated phone calls and/or answer escalated emails on as-needed basis.

o Train, coach and ensure that regular performance feedback is provided to all employees.

Delegate work appropriately to maintain acceptable response times and avoid bottlenecking of time sensitive issues.

Partner with Workforce Management and QC team to meet required staffing levels, understand volume forecast, ensure quality objectives and adequate call center coverage at all times.

• Partner with HR & Recruiting in the hiring, coaching, training and development of the staff and any necessary disciplinary action.
• Proactively recommend solutions and process improvements.
• Ensure budget expectations are met, including headcount and overtime.
• Assist in generating revenue opportunities when appropriate
• Special projects as assigned.

Qualifications

Education & Experience

• High school education or equivalent required; bachelor’s degree is preferred.
• Minimum 10 years call center or similar quality driven customer service and leadership experience in the mortgage industry.
• Reverse Mortgage experience preferred.
• Experience successfully managing in a remote/virtual environment.
• Direct experience in building & developing a high performing team.
• Experience tracking, measuring, and holding teams accountable to defined KPIs.
• In-depth knowledge of regulations including FDCPA, TCPA, CFPB, & Consumer Privacy Laws.
• Telephone/call center system experience.

Competencies

• Strong leadership skills, ability to mentor, coach, and provide feedback to improve performance and engagement
• Ability to work effectively, both independently and in a team environment, and in a remote environment
• Ability to work and influence decisions cross functionally and with senior leadership
• Ability to exercise independent judgment and discretion in performing duties
• Initiative-taker; proactively challenges status quo to improve and achieve results
• Superior time management and prioritization in an atmosphere of multiple, shifting priorities and deadline pressures
• Excellent problem solving and troubleshooting skills
• Flexible schedule and keen sense of urgency
• Exceptional communication skills, both verbal and written
• Must be computer literate and comfortable navigating MS Office, call center telephony 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 requires prolonged sitting, working with and on professional office environment. Work will be performed onsite at the CompuLink office in Tulsa, OK. 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)