Member Services Supervisor

TruHome Solutions, LLC; Overland Park (KS); On-site; USD 60,000 - 80,000; Full time

Job summary

TruHome Solutions, LLC in Overland Park, KS seeks an experienced Supervisor for Member Services. Oversee up to 10 Specialists, coach, monitor calls, and ensure SLA targets while resolving escalated inquiries with professionalism and urgency.

Collaborate with Mortgage Servicing and other departments to improve processes and service levels. Requirements include a High School Diploma (Bachelor’s preferred) and 2+ years in customer service management, with mortgage experience highly preferred.

Qualifications

• High School Diploma required.
• Bachelor’s Degree preferred.
• 2+ years of Customer Service management or leadership experience required.
• Mortgage or consumer lending experience with leadership preferred.

Responsibilities

• Supervises up to 10 Member Services Specialists and conducts monthly call monitor activities.
• Coach and train team; participate in annual reviews.
• Resolve complex inquiries escalated by team members and ensure timely resolution.
• Provide prompt and courteous responses to customer inquiries and document issues.
• Interface with other departments to improve processes and service levels.
• Monitor call queue and ensure SLA targets are met.
• Prepare and distribute monthly schedules; provide phone and email support as needed.
• Assist in drafting department procedures and job aids for staff communication.

Skills

Mortgage Servicing

Team Leadership

Communication

Coaching

Scheduling

Documentation

Interpersonal Skills

Multi-tasking

MSP knowledge

Education

High School Diploma

Bachelor’s Degree

Tools

MSP

Job description

• This position will largely be responsible for assisting members who have been escalated by our member service specialists. Helping handle these more difficult inquiries in a pleasant, professional, and efficient manner and leading the team by example with a sense of urgency to both client and service level needs. The Supervisor will also be expected to regularly assist the Department Manager through oversight of daily call center activities, and proactively identifying team needs, weaknesses, and improvement

SUPERVISES:

• Supervises up to 10 Member Services Specialists. This individual is responsible for performing monthly call monitor activities of each team member, providing ongoing coaching and training, and participating in the annual review process.

PRINCIPAL ACCOUNTABILITIES:

• Assume responsibility and assist in the resolution of more complex inquiries and complaints escalated by team members.
• Respond to customer inquiries in a prompt and courteous manner, interpreting questions and/or requests and ensuring timely resolution and documentation of issues.
• Present a positive, successful image of THS through a professional demeanor and caring approach with members.
• Perform quality call monitors and deliver feedback to Member Services Specialists.
• Ensure requests received via the Mortgage Servicing Inbox are responded to professionally and promptly.
• Assist in regular on-going training of the Member Services team.
• Interface with other TruHome departments to resolve inquiries and enhance department processes.
• Monitor call queue volume and team member activity to ensure adequate coverage and ensure department answer rate and SLA’s are achieved.
• Prepare and distribute monthly schedule based on department needs.
• Provide phone and email support as needed to maintain target service level standards.
• Assist in drafting and reviewing department procedures/Job aids for communication to both management and staff members.
• Ability to complete credit corrections using E-Oscar.
• Assist in completing daily and monthly reports for Member Services.
• Complete team assigned projects on time and with accuracy as needed.
• Work with other TruHome departments to ensure the workflow or process is providing the best service to the borrowers.
• Support team manager by providing encouragement and effective guidance to team members, including communicating team goals and identifying areas of new training or skill checks.
• Assist management with interview process and new team member training.
• Motivate team members and update management on team performance.
• Conduct regular touch base meetings with team members and assist with the completion of performance evaluations and reviews.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to multi-task
• Comprehensive knowledge of Mortgage Servicing
• Strong interpersonal skills.
• Ability to motivate, inspire, manage, and supervise others.
• Ability to assist other team members in solving problems.
• Ability to work independently without supervision.
• Ability to communicate effectively in writing and orally.
• Ability to organize and prioritize to meet deadlines.
• Ability to transfer skills/teach, coach, and lead group to increased performance.
• Ability to resolve interpersonal conflict and miscommunications.
• Knowledge of MSP is a plus.

EXPERIENCE/EDUCATIONAL REQUIREMENTS:

• High School Diploma.
• Bachelor’s Degree is highly preferred.
• Two or more years of Customer Service management or leadership experience required.
• Customer Service experience in mortgage or consumer lending with previous leadership responsibilities is HIGHLY preferred.

PHYSICAL ACTIVITIES:

In this position, individual will be expected to lift to 20 pounds from time to time. Must be able to sit and use a computer for extended periods of time.

WORKING CONDITIONS:

This position is expected to work in general office environment with no travel.