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Customer Service Supervisor
Guild Mortgage Company
San Diego, CA, United States
Job Details - this job has expired, please see similar jobs below
Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.
Position Summary
The Customer Service Supervisor plays an important role in the organization by overseeing a number of activities related to the company’s Customer Service functions. The role is responsible for overseeing and supervising daily operations of the Customer Service call center, and ensuring that the call center delivers the best possible service. The Customer Service Supervisor ensures inbound and outbound calls are handled within agreed upon Service Levels and in compliance with guidelines established by investors, company, state and federal regulations. He or she monitors the day-to-day productivity of direct reports and monitors metrics to ensure department efficiency. The role is directly responsible for managing, training and coaching employees, as well as setting objectives, and assigning work/projects.
Essential Functions
• Monitor daily, weekly and monthly metrics for team to maximize productivity, efficiency, and service levels.
• Coach and hold team members accountable for performance.
• Hire, train, coach, discipline and exit team members.
• Ensure Customer Service Representatives manage call volumes in accordance with all applicable regulations and laws; verify optimal service levels are maintained during peak and non-peak hours.
• Perform Quality Monitoring reviews of Customer Service calls to verify compliance with telephone standards and investor guidelines; provide coaching, and recognition, based on review findings.
• Role model and coach CSRs on how to explore, analyze, and respond to customers’ issues and concerns via phone and through written correspondence.
• Respond to escalated calls that cannot be resolved by agents.
• Communicate with other departments and management to resolve problems and expedite work.
• Communicate with customers via phone, email, or letter.
• Track escalated calls, correspondence, complaints and emails in the system until closed.
• Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
• Work with management on customer service initiatives and provide status updates.
• Leverage company resources to respond to customer feedback.
• Interpret and communicate work procedures and company policies to staff.
• Conduct new hire training and identify areas where additional training is required; partner with compliance on rollout training.
• Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.
• Perform other duties as assigned.
Qualifications
• High school diploma or equivalent required; some college courses/technical training preferred, along with five or more total years mortgage loan servicing experience in a high-volume call center, with at least two years experience in a supervisory/lead role.
• Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
• Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred.
• Excellent verbal and written communication skills required.
• Passionate about delivering excellence in customer service within a team environment.
• Role model patience and professionalism when interacting with consumers.
• Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
• Strong interpersonal and problem-solving skills.
• Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
• Basic math skills required.
• Proficiency with data entry, Microsoft Word, Excel, PowerPoint and Outlook required.
• Familiarity with document retention software; Blitzdoc preferred.
Supervision
• Intermittent to general supervision, depending on experience
• Apply sound judgment and thinks critically about downstream impact of changes on processes and systems that impact department and Company policies and protocols
• Directly supervises employees
• Manage multiple priorities in a metrics-driven environment; leads with a strong sense of urgency and responsiveness
• Travel: 0%
Requirements
Physical: Work is primarily sedentary; occasionally walks and/or stands.
Manual Dexterity: Frequent use of computer keyboard and mouse.
Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Environmental: Office environment – no substantial exposure to adverse environmental conditions.
Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match. Guild Mortgage Company is an Equal Opportunity Employer.
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