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Customer Care Supervisor
Freedom Mortgage
Jacksonville, FL, United States
Job Details - this job has expired, please see similar jobs below
The Customer Care Supervisor is responsible for the oversight and management of customer service/customer care including but not limited to; call center, web services and refinance opportunities.
Essential Job Functions:
• Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation
• Assists in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing
• Helps oversee the borrower website experience
• Manages day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
• Builds effective and strong team committed to delivering world class customer care and achieving organizational goals
• Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management
• Develops and implements effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
• Identifies and analyzes escalated problems and provide guidance to team members for resolution
• Negotiates solutions and acts as a liaison with internal and external customers when necessary