What are the responsibilities and job description for the Customer Service Supervisor - On- Site position at LoanCare?
Overview
Start off 2024 with a new and exciting career at LoanCare, a leading mortgage loan subservicing company. Our expanding call center is conveniently located just off the Rosemont Road exit on I-264 in Virginia Beach located at 3637 Sentara Way, Virginia Beach, VA 234521.
If you are a motivated individual with a passion for providing exceptional customer service, we want to hear from you!
Are you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry to join our team as a Customer Service Supervisor. The ideal candidate will enjoy working with clients both internal and external, be detail oriented, and is driven to meet tight deadlines in a fast-paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.
Responsibilities
• Maintain/oversee the overall performance of the Call Center floor and ensure performance standards are met or exceeded; take escalated calls as needed• Coach, counsel and develop Customer Service representatives• Handle administrative functions related to Human Resources, e.g., scheduling, time off reports, performance reviews, and disciplinary actions.• Respond to Subpoena Requests• Implement/monitor key controls and manage appropriate operational risks• Maintain credit reporting and relationships/contracts with the credit bureaus• Regularly review department workflows, performance impacts, and implementation of new processes/strategies affecting the Call Center• Maintain reporting log with all received complaints• Establish group policies and procedures; recommend strategies and priorities for supporting SLA deliverables• Prepare or review various Call Center reports, forms, correspondence, email messages, logs, and budget • Establish and maintain relationships with company vendors• Request, create/prepare, update/revise, review, test, finalize/approve, and maintain the department’s policies and procedures; conduct training• All other duties as assigned
Qualifications
• High School Diploma or equivalent required• Bachelor’s Degree or equivalent preferred• 5 years of supervisory experience, preferably in a call center• Must be flexible, organized, and able to manage and prioritize daily assignments (e.g., conducting preliminary surveys for research, identifying data, finding research material for studies, ensuring accuracy of information researched, etc.)• Proven leadership or managerial experience• Expert and proven knowledge of customer service principles and practices• Understanding of mortgage servicing: escrow, taxes, payment application• Analytical ability to apply data and information to all processes and solutions• Ability to provide consistent engagement in customer and brand experience• Excellent verbal and written communication skills• Excellent interpersonal communication skills • Excellent attention to detail and accuracy • Excellent analytical ability to detect problems in workflow • Ability to work with steadfast determination while conducting research and awaiting results• Ability to react effectively to change and manage other essential tasks as assigned• Ability to multitask while meeting strict timelines and deadlines• Ability to troubleshoot complex issues and deliver results quickly• Highly advanced mortgage product knowledge required
WHO WE ARE
About us …
LoanCare is a leading national provider of full-service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1.8 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.
LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
WORK CONDITIONS
Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late, or weekend hours as needed for successful job performance. Overtime required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
ESSENTIAL FUNCTIONS
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking — Talking to others to convey information effectively.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing — Teaching others how to do something.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management — Managing one's own time and the time of others.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision — The ability to see details at close range (within a few feet of the observer).
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition — The ability to identify and understand the speech of another person.
Speech Clarity — The ability to speak clearly so others can understand you.
PHYSICAL DEMANDS
Sitting up to 90% of time
Walking and standing up to 10% of time
Occasional lifting, stooping, kneeling, crouching, and reaching.
EQUAL EMPLOYMENT OPPORTUNITY
LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.
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