Team Lead, Customer Care Center – Customer Service

Job Description

We are seeking a professional to lead a team of up to 14 Customer Service Coordinators at our call center in Mount Laurel, NJ. The candidate will play a key role in the coaching and development of the Customer Care Coordinators under their supervision. Focus areas will include utilization of Onity’s technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores.

What Onity Mortgage Offers

• Competitive benefits
• 401(k) with company match after 1 year
• Paid holidays 2 floating holidays 1 volunteer day per year
• 19 days of paid time off per year
• Tuition assistance
• Quarterly “Fun at Work” events
• Opportunity for yearly merit increase in compensation
• Training will be provided on AI-powered tools and workflows used in the contact center, as well as Lean Management System (LMS) principles including daily huddles, visual management, and continuous improvement practices
  
  

Job Functions And Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Manage and motivate a team of Customer Care associates.
• Resolve escalated customer calls
• Coach and mentor team members to improve baseline performance to provide friendly and empathetic assistance to all customers
• Prepare and review compliance reports.
• Maintain a high level of customer Service within the team.
• Become familiar with the customer relations functions and the services offered
• Ensure all borrower contacts are logged into the loan servicing system
• Properly document PHH’s mortgage servicing system to ensure high quality customer service
• Ensure compliance to all laws and regulations governing call centers, mortgage servicing and collections
• Perform miscellaneous job related duties as assigned by the department manager
• Follow company policies & procedures
  
  

Qualifications

To perform this job successfully, an individual must have the following education and/or experience:

• High School Diploma, GED, equivalent certification, or military experience Required
• Minimum of four (4) years of experience in collections, customer service or other customer/client interfacing role required
• Two (2) years minimum experience leading a team of Customer Service Representatives in a Call Center environment required
• Bilingual – Spanish/English a plus
• Proven leadership ability
• Passionate about providing high quality service
• Desire to learn about the mortgage industry and being involved in helping families maintain their homes
• Overall knowledge and experience in mortgage loan servicing desirable but not required
• Execute and prioritize multiple tasks
• Professionalism
• Flexible and adaptable to change
• Ability to build relationships (respect, trust, consensus)
• Encourage and inspire others
  
  

Shift And Schedule

• The scheduled shift will be 12 pm to 9 pm Monday through Friday and rotating Saturdays from 8 am to 5 pm.
• Scheduled shift requires flexibility to work a 40 hour work during our call center hours. Call center hours are Monday – Friday 8:00am – 9:00pm and Saturdays 8:00am – 5:00pm. Shift will fall into those timeframes with a rotating Saturday (you will have 1 day off during the week of your rotating Saturday).
• Scheduled shift changes as a result of business needs (must be flexible)
• This is a 100% in office position. Employee must be within commutable distance to the office location in Mount Laurel, NJ and available to work in the office full time.
  
  

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