Team Lead, Customer Resolutions & Coaching

Onity Group Inc.; Mount Laurel Township (NJ); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive benefits

401(k) with company match after 1 year

Paid holidays + 2 floating holidays +

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 Customer Resolutions Coordinators, focusing on call center performance, scripting, loss mitigation, and high-quality scores. The role supervises US-based associates and drives operational excellence.

The position starts in-office for training (about four weeks) and then moves to a hybrid model with remote work. Must live within commuting distance to Mt.

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 various metrics such as Key Performance Indicators (KPIs) to achieve business objectives.
• Manage a diverse team of associates located in the US with an emphasis on retention of high performing associates, coaching and professional development.
• Oversee the execution of all Customer Resolutions processes to ensure a high degree of timeliness, accuracy, and compliance.
• Leverage effective short, medium, and long-range planning to anticipate business needs as they arise and provide effective solutions to Executive Management.
• Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments.
• Update and implement internal controls and procedures as risks are identified.
• Ensure all internal policies and procedures are updated to reflect compliance changes.
• Develop and document business process enhancements and opportunities for increased automation.
• Login to the escalation queue to handle and manage queries and escalations real time.

Skills

Team leadership

Communication skills

Problem solving

Adaptability

Conflict resolution

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 Customer Resolutions Coordinators, focusing on call center performance, scripting, loss mitigation, and high-quality scores. The role supervises US-based associates and drives operational excellence.

The position starts in-office for training (about four weeks) and then moves to a hybrid model with remote work. Must live within commuting distance to Mt.