The Bilingual (English / Spanish) Customer Service Supervisor's responsibility involves organizing, planning and directing of customer servicing operations. Directs the activities of the servicing staff responsible for handling incoming phone calls and emails, borrower requests for research, responding to emails and correspondence, issuing payoff quotes, reconveyance processing, and change in loan term monitoring. Maintains regular contact with customers and clients to help them with problems.
Major Duties and Responsibilities :
- Supervises staff workloads and progress.
- Monitors service agreements and procedures to ensure on-time delivery, customer satisfaction and the effective and efficient operation of the department.
- Enforce established performance standards to achieve departmental and company goals.
- Mentor and train staff to develop into subject matter experts.
- Review output to ensure correctness and timeliness.
- Adjust workflows for maximum production and to meet timelines.
- Develop and maintain department procedures.
- Monitors the borrower experience received on phone calls to ensure excellent service is being provided.
- Troubleshoot and resolve borrower concerns / inquiries in a professional and effective fashion.
- Other duties as assigned.
- Use technology to improve process efficiency and quality of service; embrace and implement opportunities for automation.
Supervisory Requirements :
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems. Departments / positions supervised by this job - the number of non-supervisory employees varies by location and either report to the Customer Service Manager or the Operations Manager.Creates an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives "VMVGO".Assists with managing the department's staff including appropriate employee evaluations that identify employee strengths and weaknesses; assures training and coaching to improve staff professional skills; and provide customer service on an internal and external basis.Directs and coaches' staff as needed.Assists with the implementation of the annual department goals, and employee goals; periodically measures actual departmental / employee performance to the goals.Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.Utilizes available system reporting and develops additional monitoring tools to manage exceptions to standards.Manages the department's staff including appropriate employee evaluations that identify employee strengths and weaknesses; ensures training and coaching to improve staff professional skills; and provide customer service on an internal and external basis.Directs and coaches' staff in a positive and encouraging fashion.Proposes and then implements annual department goals and employee goals; routinely measures actual departmental / employee performance to the goals.Assesses the developmental needs and career paths of staff and make recommendations for their advancement as appropriate.Additional Expectations :
Provide a professional example, accuracy, and consistency in work performance.Respect teammates.Participates and is an active team member by assisting others.Communicates in a courteous manner.Have a solution rather than a complaint to resolve issues promptly.Keep management informed of pertinent information.Communicate openly and often.Maintains the quality and integrity of the services provided by the department.Supports the overall goals of the Company and that services are delivered professionally and efficiently.Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives "VMVGO".Embrace change without resistance and adapt quickly and provide feedback when as needed.Independent Judgment :
This position requires a high level of independent judgement of matters of significance such as client and borrower satisfaction, staff development, and regulatory requirements.
Requirements
Requirements & Qualifications :
Associates of Arts degree from two-year College or five years mortgage servicing experience and / or training; or equivalent combination of education and experience.Two-year's experience supervising or leading people in a rapidly expanding, fast-paced, client-centric, results driven environment.Bilingual in English and SpanishAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.Proficiently and effectively present written information and respond to questions from groups of managers, clients, customers and the public.Strong aptitude for analyzing financial and / or mathematical situations, e.g., loan terms, loan histories, payment applications, interest calculations, etc.Must work well under pressure and be able to meet strict deadlines.Proven leadership ability to coach and motivate others and to diffuse difficult situations.Excellent follow-up, problem solving, written and verbal skills required.Solid knowledge of Excel and Word is required.Strong comfort level with technology, including ability to adapt to new systems quickly and easily. Thorough knowledge of and comfort with the Microsoft office suite applications.Physical Requirements
Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.Hearing - Able to hear average or normal conversations and receive ordinary information.Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and / or fingers.Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.
AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO, and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.
AmeriNat will consider qualified applicants in a manner consistent with local "Fair Chance" ordinances. AmeriNat is an Equal Opportunity Employer.
