Team Lead, Call Center

Ocwen Financial; Mount Laurel Township (NJ); On-site; USD 60,000 - 85,000; Full time

Job summary

Une entreprise leader dans le secteur des services financiers recherche un Team Leader pour superviser jusqu'à 14 Coordinateurs de Résolution Client. Le candidat jouera un rôle clé dans le développement de l'équipe, en se concentrant sur l'utilisation de la technologie et la mitigation des pertes pour atteindre des résultats optimaux.

Benefits

401K avec contrepartie de l'entreprise après 1 an

14 jours fériés + 5 jours de congés maladie

Aide à la scolarité

Événements saisonniers 'Fun at Work'

Augmentation de salaire annuelle possible

Qualifications

• Expérience de 3 ans minimum dans un rôle de service client.
• Expérience en leadership préférée.
• Connaissance des directives réglementaires et légales.

Responsibilities

• Évaluer la performance des membres de l'équipe et fournir des retours.
• Résoudre les conflits entre employés et clients.
• S'assurer que l'équipe soit correctement formée sur la gestion des délits.

Skills

Communication verbale et écrite

Analyse

Collaboration

Gestion du temps

Education

High School Diploma or equivalent

College degree

Job description

We are seeking a professional to lead a team of up to 14 Customer Resolutions Coordinators at our call center in Mt Laurel, New Jersey. The candidate will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of PHH's technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores.

• Position does require working in our Mount Laurel, NJ office full-time
• Best in class industry benefits
• 401K with company match after 1 year
• 14 Paid holidays + 5 paid sick days + 2 floating holidays + 1 volunteer day per year
• Tuition assistance
• Quarterly “Fun at Work” events
• Opportunity for a yearly merit increase in compensation
• Career advancement opportunities after one year of service

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Assess performance of individual members of the team. Provide timely feedback for favorable performance and contributions (i.e. recognition) as well as appropriate coaching/counseling for unfavorable performance
• Support employee career development by providing employees with opportunities to develop their knowledge, skill and abilities and conducting candid career conversations.
• Support staffing (perpetuate the team) through candidate evaluations, conducting interviews and collaborating on staffing decisions
• Resolve conflicts that arise between employees and/or customers
• Establish priorities, delegate work and hold self and team accountable for attaining high quality results
• Ensure policies and procedures are adhered to
• Ensure communication with customers is efficient, effective and timely.
• Ensure Collections Representatives have access to current customer information.
• Support the workforce management function by ensuring Collections Representatives adhere to the daily dialer schedule.
• Maintain knowledge of compliance mandates, mortgage servicing policy and procedural updates and investor specific guidelines and related changes in the mortgage servicing industry.
• Ensure team is properly trained in handling mortgage delinquencies, loss mitigation, foreclosure and bankruptcy
• Support the development and maintenance of procedural and operational materials.
• Collaborate with various departments within mortgage servicing to ensure resolution of outstanding customer issues.

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• High School Diploma or equivalent required.
• College degree preferred
• Minimum of three (3) years of experience in collections, customer service or other customer/client interfacing role required
• Experience in a leadership capacity preferred
• Experience in mortgage default preferred
• Strong verbal and written communication skills.
• Demonstrated general knowledge of regulatory, investor and legal guidelines.
• Proven ability to execute and drive results.
• Collaborative
• Well organized with strong time management skills.
• Ability to foster relationships with individuals at all levels within the organization.
• Analytical, with an ability to interpret large volumes of information.
• Adaptable
• Detail oriented

Training / Licensing Requirements:

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule:

• Shifts and Schedules: Current shift will be 12 pm to 9 pm Monday through Friday with a rotating Saturday from 8 am to 5 pm.
• Shift is subject to change as a result of business needs (must be flexible). Our call center hours of operation are Monday – Friday 8:00am – 9:00pm, Saturday 8:00am – 5:00pm.

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