>> Customer Advocate Supervisor Customer Advocate Supervisor Summary Title:Customer Advocate SupervisorID:1417 - NC (1416)Location:Charlotte, NCDepartment:Operations Description **About Intercontinental Capital Group** **:**

Intercontinental Capital Group (ICG) is a rapidly-growing Mortgage Banker currently licensed in 45 states. We pride ourselves on being on the cutting-edge of a changing market, offering the most competitive conventional rates in the industry. Because ICG is a direct lender, we are able to pass savings on to our customers directly and offer a variety of purchase programs tailored to fit the needs of all our borrowers. ICG will provide the necessary training to help our employees work their way up our career path and achieve their professional goals.

**Responsibilities Include** :

Lead a team of 8-12 employees with passion, make communication a priority both in person (face to face) and in writing, commitment to the company and staff by knowing the goals and results needed to make all "best in class" and to stay current and grounded in all industry trends and changes, decisive , commitment to team building, training and coaching of all staff. Deliver on all key performance metrics which include meeting or exceeding monthly funding loans, loan quality scores, loan cycle times (funded and fallout), loan conversion targets, daily new loan assignment requirements and annual company training and licensing standards. The primary focus of this team is to improve cycle time, provide world class customer service, and assist by coaching and improving issue resolution skills for Loan Processors. The members of the team will assist Loan Processors by keeping mortgage loans in their pipeline moving through the loan process by addressing and/or resolving issues that are causing loans to be stuck in the process.

**Qualifications** **:**

**Education/Work Experience** **:**

* Bachelors Degree or equivalent work experience required

* Minimum of 2 years mortgage experience required

* Prior leadership/management experience preferred

**Core Skills/Knowledge** **:**

* Demonstrated leadership skills with the ability to delegate effectively

* Ability & willingness to hold team members accountable to performance standards, production goals, and other job requirements

* Must demonstrate empathy with strong sense of self awareness

* Must have strong influencing skills

* Strong verbal and written communication skills

* Must show strong learning agility with a commitment to continuous learning

* Change leadership required; demonstrated experience implementing & influencing change

* Demonstrates a commitment to integrity & unyielding commitment to compliance and always do the right thing

**Technical Skills & Requirements** **:**

* Proficiency with Microsoft tools required

* For remote employees, must have dedicated & secure private internet access to effectively run all required systems and software

**Physical Requirements** **:**

* Ability to sit/stand at a desk and work at a computer for extended periods of time

**Travel** **:**

* N/A