Job Description:
The Customer Service Supervisor is responsible for inbound and outbound calling queues supporting the Launch Servicing business unit. The Customer Service Supervisor will manage call times, call quality and staff scheduling. The Customer Service Supervisor will assist in the recruiting, hiring, training and ongoing development of Customer Service Representatives. Furthermore, this position requires effective communication of Launch Servicing policy and procedural information via multiple communication channels to and from internal and external parties seeking loan status and updates. The Customer Service Supervisor will serve as the primary point of contact for internal and external escalations. In addition, other responsibilities include allocating daily work, monitoring calls and working closely with business partners and time and performance management.
Responsibilities:
Manage inbound and outbound and allocate the daily pipeline
Be the first point of contact/escalation for employees
Coordinate with cross functional teams
Identify and research inconsistencies within the department
Proactively interact with applicants and team members
Monitor trends, quality, and volume fluctuations
Answer escalation emails, calls and inquiries
Perform time management duties
Set measurable team member goals
Complete 1:1’s with all direct reports monthly and ensure Trimester performance reviews are completed timely
Education & Other Minimum Requirements
Minimum of 2 years in a leadership role
Minimum of 5 years in a call center and/or consumer loan operations role
Experience working with VOIP calling systems and queues
Excellent verbal and written communication skills to articulate file status and outstanding conditions
Bonus points if you have:
Ability to review consumer loan documentation
An eagerness to learn and grow your leadership skills
A drive to succeed, a sense of urgency, and a passion for your work
An all-around team player attitude
...Healthcare Construction Superintendent Southern California We are seeking a Healthcare Construction Superintendent to join our team... ...Operation and Maintenance Manuals Update as-built plans Maintain Interim Life Safety measures in place Maintain and complete Daily...
...The brands who telland livethe best stories will win their market. How brands connect with people has been upended by technology. AI, social media, short-form video, email, messaging appsthey all feel new and different. But the way people use them isnt: Were experiencing...
...Our Metrowest retail client is looking for a Sr. Graphic Designer with 5+ years experience for an immedidate long term contract that is onsite 2 days a week. Ideally looking for 5+ years campaigns working on campaigns includig photoshoots, site content, home page assets...
..., X (formerly Twitter) , Facebook , and Instagram . Position Description: Reporting to the Security Operations Center Manger will partner with the Cyber Security team and across PAR Information Technology organizations to protect PAR network and infrastructure...
...AEP Hawaii is hiring an Executive Assistant to join our team in Hawaii to support our mission - growing Hawaii's economy through high-paying jobs and bringing Kama'aina back home. This role is ideal for someone based in Hawaii, ideally on Oahu who is passionate about...