Customer Resolutions Team Lead: Coaching & Ops

Onity Group Inc.; Mount Laurel Township (NJ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits

401(k) with company match after 1 year

Paid holidays + 2 floating holidays +

1 volunteer day per year

19 days of paid time off per year

Tuition assistance

Quarterly “Fun at Work” events

Opportunity for yearly merit increase

Job summary

Onity Group Inc. is seeking a Team Lead, Customer Resolutions to coach and develop Coordinators in our US call center, focusing on use of technology, scripting, and loss mitigation to boost resolution volume and quality.

The role is 100% in-office in Mount Laurel, NJ with 12pm-9pm and rotating Saturday shifts; full-time. You will monitor KPIs, provide strategic direction, and ensure compliance and process improvements.

Qualifications

• Bachelor’s degree or equivalent preferred.
• Minimum of one year experience leading a team in a call center enviroment.
• Minimum of two years experience in a customer service or collections environment.
• Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.).
• Strong written/verbal communication skills.
• Persuasive demeanor with ability to make rational decisions based on business expectations.
• Ability to deal with conflict and resolve in accordance with business unit requirements.
• Adapts well in a changing environment.

Responsibilities

• Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department regarding performance and practices to ensure high quality product output and operational excellence throughout the organization.
• Closely monitor KPIs to achieve business objectives.
• Manage a diverse team of associates located in the US with emphasis on retention and development.
• Oversee the execution of all Customer Resolutions processes to ensure timeliness, accuracy, and compliance.
• Provide short/medium/long-range planning and effective solutions to Executive Management.
• Review departmental control reporting for compliance with guidelines related to ERM servicing commitments.
• Update and implement internal controls and procedures as risks are identified.
• Ensure all internal policies and procedures reflect compliance changes.
• Develop and document business process enhancements and opportunities for automation.
• Login to the escalation queue to handle queries and escalations in real time.

Skills

Leadership experience in call center

Communication skills

Conflict resolution

Adaptability

MS Office proficiency

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Onity Group Inc. is seeking a Team Lead, Customer Resolutions to coach and develop Coordinators in our US call center, focusing on use of technology, scripting, and loss mitigation to boost resolution volume and quality.

The role is 100% in-office in Mount Laurel, NJ with 12pm-9pm and rotating Saturday shifts; full-time. You will monitor KPIs, provide strategic direction, and ensure compliance and process improvements.