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Customer Service Team Lead
loanDepot
Plano, TX, United States
Job Details - this job has expired, please see similar jobs below
The Call Center Team Lead is responsible for overseeing a team of 10-12 collection and customer service representatives handling inbound and outbound calls. Manage and monitor work flow for assigned personnel, sets expectations and deadlines to ensure monthly production goals are met. Conduct monthly side-by- sides, review and prepare monthly reports, coach and counsel staff, handle escalated situations both internal and external. Provide superior service to our customer base as well as internal staff.
Responsibilities:
• Manage a collections and customer service team of 10-12 agents, including training, motivating, coaching, performance managing, and achieving monthly production goals.
• Responsible for handling escalated calls/issues and coordinate with appropriate internal and external resources to provide resolution.
• Conduct monthly side by side sessions with staff; provide coaching and mentoring feedback for growth/development opportunity- provide biweekly/monthly reports to management on so.
• First line of contact for any agent or borrower related questions or escalations.
• Ability to think like a member of management when making business decisions that impact the department.
• Review Quality Assurance scores; assist in monthly coaching sessions; conduct loan level reviea.
• Ability to meet deadlines on time sensitive projects and present to management.
• Facilitate team meetings and various conference calls. Generates reports.
• Provide support to department manager and carries out assigned duties and projects.
• Handle inbound/outbound calls on an as needed basis only when proper coverage is needed.
• Promote employee engagement through motivational techniques & run performance contests.
• Strong leadership skills with ability to motivate drive and lead people.
• Ability to work in a fast pace environment and drive positive performance results.
• Performs other duties as required.
• Ability to train, coach and mentor staff members; think outside the box to ensure departmental success.
• Knowledge of MSP, Microsoft Office; including Outlook, Excel and Word.
Requirements:
• Required Level of Education: High School Diploma or equivalent
• Degree/Certification: College degree preferred or comparative work experience
• Total Years Related Work Experience:2-4 years Joan servicing including Customer Service/Collections
The Perks:
• Competitive compensation reliant on ability & experience
• Excellent benefits package including multiple health, dental & vision options
• Company paid life and AD&D Insurance, as well as additional voluntary benefit possibilities
• 401K with robust company match
• 15+ PTO days, in addition to 8 paid company holidays
• The opportunity to work for America’s Lender under the vision of industry legend, Anthony Hsieh
loanDepot is a proud equal opportunity employer.