Customer Service Team Lead

Servicelink, A Black Knight Company Virginia Beach , VA 23452

Posted 2 months ago

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

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

#WorkWithUs


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Customer Service Team Lead

Servicelink, A Black Knight Company