Job Description:
The Customer Service Supervisor is responsible for inbound and outbound calling queues supporting the Launch Servicing business unit. The Customer Service Supervisor will manage call times, call quality and staff scheduling. The Customer Service Supervisor will assist in the recruiting, hiring, training and ongoing development of Customer Service Representatives. Furthermore, this position requires effective communication of Launch Servicing policy and procedural information via multiple communication channels to and from internal and external parties seeking loan status and updates. The Customer Service Supervisor will serve as the primary point of contact for internal and external escalations. In addition, other responsibilities include allocating daily work, monitoring calls and working closely with business partners and time and performance management.
Responsibilities:
Manage inbound and outbound and allocate the daily pipeline
Be the first point of contact/escalation for employees
Coordinate with cross functional teams
Identify and research inconsistencies within the department
Proactively interact with applicants and team members
Monitor trends, quality, and volume fluctuations
Answer escalation emails, calls and inquiries
Perform time management duties
Set measurable team member goals
Complete 1:1’s with all direct reports monthly and ensure Trimester performance reviews are completed timely
Education & Other Minimum Requirements
Minimum of 2 years in a leadership role
Minimum of 5 years in a call center and/or consumer loan operations role
Experience working with VOIP calling systems and queues
Excellent verbal and written communication skills to articulate file status and outstanding conditions
Bonus points if you have:
Ability to review consumer loan documentation
An eagerness to learn and grow your leadership skills
A drive to succeed, a sense of urgency, and a passion for your work
An all-around team player attitude
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