What are the responsibilities and job description for the Director - Member Services -TruHome Solutions position at TruHome Solutions?
Summary
TruHome Solutions
has provided private-label mortgage services to credit unions since 2004. By partnering with us, you'll break through the barriers of cost, regulation, and technology, resulting in increased loyalty and service of your members in one of the most important times of their lives. This position provides leadership and direction to our growing Member Services team. Responsible for delivering an exceptional level of service and communication to our clients and their members. The team is responsible for ensuring established service levels are achieved on incoming call and email activities. In addition, the oversight and administration of our IVR, ensuring all credit bureau inquiries and disputes are reviewed and responded to within required regulatory guidelines, and the timely distribution and reporting of servicing satisfaction surveys and results.
Duties & Responsibilities
Provide oversight, direction and training to multiple managers or team leads.
Oversee vendor relationships, call monitoring activities, and Training programs that promote the continuous growth and development of the THS Member Service team.
Ownership of the servicing queues (phone and email), Televoice, and eOscar.
Continuously identify and implement processes that drive increased efficiency or operational improvements within the team.
Coordination with internal TruHome departments or clients to help ensure the timely or proactive resolution of member concerns and requests.
Establish necessary processes to help ensure client escalations are handled quickly, appropriately and results are communicated to clients, when applicable.
Administer and update department processes that ensure regulatory compliance and contractual obligations are continuously met.
Responsible for hiring, training, evaluating, developing, and ensuring fair compensation to team members.
Reporting department performance results versus established goals and performance targets.
Requirements
Call Center management experience
Proficient understanding of the TruHome business model and mortgage servicing responsibilities.
Working understanding of Word, Excel, and Outlook.
Excellent organizational, analytical, and problem-solving skills.
Ability to manage multiple projects simultaneously and work in a fast-paced environment with changing client priorities.
Ability to work under pressure with competing client priorities.
Works independently without close supervision.
Proactive communication skills
Exercise appropriate professionalism, discretion, and confidentiality with information of a confidential and complex nature
Confidence and ability to quickly identify and address performance needs within the team.
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Director - Member Services -TruHome Solutions?
Sign up to receive alerts about other jobs on the Director - Member Services -TruHome Solutions career path by checking the boxes next to the positions that interest you.
Not the job you're looking for? Here are some other Director - Member Services -TruHome Solutions jobs in the Overland Park, KS area that may be a better fit.
We don't have any other Director - Member Services -TruHome Solutions jobs in the Overland Park, KS area right now.
