Customer Service Manager

Primary Position Objective

Manage a team of Customer Service Representatives to ensure inbound calls related to single family servicing operations are answered promptly while assuring a positive experience for clients and borrowers. The Customer Service Manager organizes, plans, and directs the Customer Service Department and is responsible for establishing guidelines, procedures, and processes required to increase and maintain efficiency and quality. Through training, collaboration, and communicating expectations effectively the Customer Service Manager motivates the staff to achieve excellence while meeting regulatory compliance and achieving company desired service levels. They will develop, maintain, and enhance processes to increase efficiency and quality. The Customer Service Manager interacts with management, staff, clients, lenders, and borrowers in carrying out contractual obligations consistently, timely and completely.

Major Duties and Responsibilities:

• Mentor and coach staff to achieve expected levels of success through training, goal setting, and tracking collective and individual results.
• Responsible for monitoring account comments/memos, call handling and correspondence quality to verify procedures are being followed, and quality is acceptable.
• Establish performance standards to achieve departmental and company goals.
• Responsible for continuous examination of procedures, increasing efficiency, reducing errors, and optimizing workflow processes.
• Responsible for managing and maintaining changes in policies, procedures, and processes to ensure ongoing compliance with applicable laws and regulations related to mortgage loan servicing as well as compliance with client agreements and contracts.
• Expected to develop and maintain production reports that serve to assist with analyzing and managing department volume, capacity, and efficiency.
• Resolve escalated client and borrower complaints.
• Monitors service agreements and procedures to provide on-time delivery, customer satisfaction and the effective and efficient operation of the department.
• Review and interpret loan documents to ensure servicing is performed accordingly.
• Maintain written operating procedures for department functions.
• Review phone system reporting and capabilities.
• Coordinate with other departments to research and address related servicing issues.
• Collaborate inter-departmentally to achieve seamless service delivery across the organization.
• Troubleshoot and resolve client concerns / inquiries in a professional and effective fashion.
• Be resourceful when working with peers, clients, vendors, or whenever else representing Renaissance Equity Partners.
• 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.
• 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”.
• Manages the department’s staff including appropriate employee evaluations that identify employee strengths and weaknesses; provides 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.
• Utilizes available system reporting and develops additional monitoring tools to manage exceptions to standards.
• Proposes and then implements the annual department goals, and employee goals; periodically 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 & Qualifications:

• Bachelor’s degree from four-year College or University’ or five years mortgage servicing experience and/or training preferred; or equivalent combination of education and experience.
• Experience managing people in a rapidly expanding, fast-paced, client-centric, results driven environment.
• Ability 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.
• Excellent follow-up, problem solving, written and verbal skills required.
• Solid knowledge of Excel and Word is required.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Paid time off

Shift:

• Day shift

People with a criminal record are encouraged to apply

Education:

• Bachelor's (Preferred)

Ability to Commute:

• Windsor Mill, MD 21244 (Required)

Work Location: In person

Salary : $50,000 - $60,000