Customer Service Team Lead

Servicelink, A Black Knight Company Chandler , AZ 85249

Posted 2 months ago

JOB SUMMARY

The Customer Service Team Lead will assist the Supervisors in providing daily support within Call Center. To be successful in the role, the Team Lead must be skilled in taking escalated calls. Essential coaching skills are recommended to assist the representative in development with side by side call monitoring and coaching. In addition, the Team Lead will be responsible for keeping track of daily activities on the Customer Service floor and manage the floor in the absence of the Supervisor.

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 inquiries 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

MINIMUM QUALIFICATIONS

  • High School Diploma or equivalent required

  • Minimum of 4 years of 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

WORK CONDITIONS

Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary. Some travel may be required.

ESSENTIAL FUNCTIONS

Overtime

  • Required as necessary

Critical Thinking

  • Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension

  • Understanding written sentences and paragraphs in work related documents.

English Language

  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking

  • Talking to others to convey information effectively.

Active Learning

  • Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening

  • Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing

  • Teaching others how to do something.

Judgment and Decision Making

  • Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management

  • Managing one's own time and the time of others.

Writing

  • Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving

  • Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning

  • The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity

  • The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension

  • The ability to read and understand information and ideas presented in writing.

Inductive Reasoning

  • The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Information Ordering

  • The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision

  • The ability to see details at close range (within a few feet of the observer).

Oral Comprehension

  • The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression

  • The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition

  • The ability to identify and understand the speech of another person.

Speech Clarity

  • The ability to speak clearly so others can understand you.

PHYSICAL DEMANDS

Sitting up to 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching

EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation

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Customer Service Team Lead

Servicelink, A Black Knight Company