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
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
Ability to follow through
Training and Coaching
New Hire development
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.
Judgment and Decision Making
Complex Problem Solving
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
Servicelink, A Black Knight Company