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Manager Customer Service
Nationstar Mortgage
Chandler, AZ, United States
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Job Description
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Essential Job Functions
• Responsible for the training, development and performance reviews of all employees within the Customer Service Call Center and Welcome Call groups.
• Responsible for the leadership of the staff members of the Customer Service Call Center and Welcome Call group to promptly and effectively handle the daily operations.
• Ensure that staff members are adhering to all government servicing and disclosure laws including Right to Privacy, ECOA and RESPA.
• Track and report productivity of the units as required by management.
• Ensure accurate and consistent records management.
• Maintain strong customer confidence through a constant improvement process with staff.
• Ensure that staff members understand the focus on customer retention when handling customer questions, concerns.
• Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
• Handle all escalated customer service issues to the satisfaction of all parties.
• Manage and control costs and maintain adherence to cost center budgets.
• Maintain call volumes to meet goals set for department.
Education/Experience Requirements
• Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
• 2+ years of recent residential mortgage servicing experience as a team manager/supervisor.
• Familiarity with call center operations
• Experience with managing outsourcers to meet timelines and budgets
• Experience with managing 3rd party mail providers
• Comfort level with file transfer protocols (FTP) and file formats needed for the secure transmission of data
Job Requisition ID:
4268
Job Category:
Servicing
Primary Location City:
Chandler
Primary Location Region:
Arizona
Primary Location Postal Code:
85286
Primary Location Country:
United States of America
Line of Business:
Servicing
Additional Posting Location(s):
Alternate Requisition:
No