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Collections Supervisor
Freedom Mortgage
Fort Washington, PA, United States
Job Details - this job has expired, please see similar jobs below
Position Description:
• 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 enforcing workforce management strategies
• 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.
• Participate in interviewing and hiring of talent
• Deliver disciplinary and corrective actions as necessary