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Customer Service Team Lead
ServiceLink
Virginia Beach, VA, United States
Job Details - this job has expired, please see similar jobs below
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Handle inbound and outbound calls from customers
• Perform customer verifications
• Effectively communicate with customers via telephone, email and chat
• Provide information in response to inquiries about mortgage products and services
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Maintain customer records by updating account information
• Research and resolve customer inquires related to escrow trial and final analysis
• Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
• Contributes to team effort by accomplishing related results as needed
• Direct requests and unresolved issues to the designated resource
• Team Leads are required to manage the floor which sometimes includes walking around assisting reps with calls.
• Team Leads will perform most of their function taking escalated calls from their workstation and additional work related functions.
• Process, and resolve basic correspondence items
• Communication via phone and with Customer Service Representatives and Supervisors
• Analyze customer inquiries on the phone and/or understand written correspondence
• All other duties as assigned
**LoanCare is an Equal Opportunity Employer**
Qualifications
MINIMUM QUALIFICATIONS
• High School Diploma or equivalent
• Minimum of 4 years experience in a customer service call center environment
• General knowledge of mortgage lending/servicing industry
• Must be flexible, organized and have the ability to manage and prioritize daily assignments
• Project management skills
• Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services
• Excellent verbal and written communication
• Ability to delegate
• Time Management Skills
• Multi-tasking
• Ability to follow through
• Training and Coaching
• New Hire development
• Goal oriented