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Home Equity Sales Supervisor
Flagstar Bancorp
Troy, MI, United States
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Position Title Home Equity Sales Supervisor
Location Headquarters-Troy, MI
Job Summary The Home Equity Sales Supervisor a cross functional role responsible for leading, staffing, coaching and training a team of consumer direct Home Equity Loan Originators to achieve budgeted loan production, and retention of balances while providing best-in-class customer service. This team is primarily responsible for generating sales of home equity products obtained through, but not limited to, outbound lead campaigns, inbound phone, bank website, retention of existing customers, and other external direct to customer campaigns. Also responsible for providing support to customers and internal partners on applications, handling customer escalations and problem resolution. The HESS will comply with regulations/company policies, and manage expenses.
The Supervisor will be the primary point of contact for the assigned site and will hold weekly team meetings with each group to ensure effective communication to review service levels and performance, new strategic initiatives, process changes, and events occurring throughout the Direct Lending Channel. The HESS will also maintain oversight of the active pipeline, providing feedback from Fulfillment on loan level escalations or coaching needs. The HESS will lead the charge in the assigned site for building a performance culture and building the morale of the onsite Direct Lending team.
Job Responsibilities:
• Develop and lead individual monthly performance meetings with agents to review overall productivity, sales performance, audit reviews, and evaluated calls in addition to addressing any other current individual or team topics.
• Provide real-time and/or side-by-side operational and sales coaching, live monitor calls, review recorded calls, and run/analyze production reports for continuous improvement of agent performance.
• Develop and maintain a knowledgeable staff by hiring strong personnel, documenting and delivering coaching through performance improvement plans, warning letters, documented discussion, and semi-annual performance reviews.
• Maintain a positive work environment through motivation and visibility to agents. Managers should walk around periodically to perform live monitoring of staff, compliment for on-the-spot performance, and assist those struggling with calls.
• Share job knowledge and best practices for continued development.
• Drive for Results – focused effort and attention on increased sales, quality, and compliance; organize efforts to best attain results; anticipate roadblocks, analyze metrics, and identify trends to ensure targets are met.
• Focus on the customer – understand what drives customer satisfaction, transfer that knowledge and coach agents to those key drivers. Take action on results in the form of recognition and change of behavior.
• Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, Business Units and/or vendors to facilitate problem solving and inform Management and staff accordingly.
• Lead and/or attend appropriate intra and interdepartmental meetings as a direct lending Subject Matter Expert
• Responsible for identifying and communicating any escalated areas of risk.
• Act as a catalyst for ongoing change and growth by continually challenging systems, processes and procedures with the end result being increased efficiency.
• Develop and deliver training sessions as necessary.
• Provide response to management as necessary for audits, privacy concerns, and any other issues.
• Manage a range of non-phone activities including huddles, completion of LMS courses, and special projects.
• Manage proactive approval and denial of time off requests as well as audit and approve schedules created by workforce management team to ensure KPI goals are met.
• Maintain familiarity with systems and applications in order to research inquiries.
• Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers.
• Recognize and communicate the need for potential additions and/or modifications to current policies and procedures.
• Perform additional responsibilities as assigned by management.
• Ensure that customer questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation. Outside of the department. Strive to provide all customers with an outstanding customer experience.
• Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to employees.
• Meet and exceed customer satisfaction expectations.
• Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed. Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards. Staff member must ensure compliance with applicable federal, state and local laws and regulations. Staff member must complete all required compliance training on a timely basis. Staff member will maintain knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Staff member must take responsibility to keep up to date with changing regulations and policies.
Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
• HS Diploma, GED or Foreign Equivalent
• 5+ years managing functions for a residential mortgage sales team.
• 3+ year Home Equity sales experience required
• Prior knowledge of call center operations strongly preferred
• Proven record of developing and coaching high performing service and sales teams.
• Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met.
• Demonstrated effectiveness in managing operational requirements and procedures in a call center.·
• Strong listening, verbal and written communication skills
• Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
• Demonstrated ability to maintain confidentiality using tact and diplomacy.
• Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities.
• Strong attention to detail and ability to multi-task.
• Demonstrated ability to follow company policies, guidelines and procedures.
• Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs
• Maintain professional dress attire and demeanor
• Ability and willingness to work the varying shifts including evenings and weekends