Lead the Customer Solutions teams by giving guidance and support through positive communications and ensuring daily required workloads are completed. Maintain a call center with excellent customer service. The position supervises 10 or more employees. In addition, this position is responsible for interviewing, hiring, coaching, evaluating, disciplining, terminating employees, handling accounts issues/escalations, training, inbound interactions coverage, monthly team meetings, monthly 1on1’s and anything needed to assure call center is supporting lenders and RMO. Collaborating with other departments to assure procedures and protocols are working in positive manner for all stakeholders. Provide detailed information to management regarding department updates as well as maintaining employee relations for the department.

• Monitor and analyze employee performance to ensure standards are consistently achieved and maintained
• Coach and develop employees to help them improve and increase performance and productivity in order to meet department and individual goals and standards
• Conduct regular 1on1 meetings with all direct reports and play an instrumental role in their career path
• Conducting monthly team meetings to review trends, review processes and employee engagement
• Oversee efficiency of direct reports
• Generate and analyze call activity reports
• Provide ongoing feedback, guidance and support to employee and managers
• Establish suitable goals, action plans and timelines for employees
• Conduct additional training as needed
• Remain organized
• Perform under pressure
• Report any system related issues
• Assist with special projects
• Efficient navigating multiple applications to assure call flow runs effectively
• Handle borrower, agent and lender calls, written correspondence in timely and effective manner
• Handle agent, borrower and lender escalated calls and complaints
• Assure payroll is accurate and timely
• Maintaining workday and any needed information for HR
• Timely annual reviews

• Consistently monitor QA audits of direct reports, identify and address performance gaps
• Communicate best practices to team as they are identified
• Maintain and communicate all metric reports and trends
• Ensure that CSS quality assurance standards are maintained
• Communication regarding processes and procedures, inquires to lenders, agents and in house personnel to include company programs for recording alerts and notes
• Offer solutions/suggestions to improve current systems

• High school diploma required
• 3-4 years of directly related work experience required
• Certification in Call Center is a plus
• Customer Service Skills – Effective listening and use of clear, concise and effective oral and written communication. The ability to compose written material as well as effectively present to employees and LSPD management and/or staff. Ability to convey thoughts in a focused and concrete manner.
• Critical Thinking Skills – Advanced problem-solving skills. Ability to handle confidential information and to act with personnel issues. Adaptable to change and makes independent decisions. Handle multiple projects and deadlines and remains effective under pressure.
• Organizational Skills - Ability to self-prioritize, assign and organize workflow. Meet service level expectations.
• Computer Skills –Advanced Excel, Word, and PowerPoint skills preferred.
• Teamwork skills – Direct and strategize with team to meet department goals. Professional interaction with employees and peers. Foster employee/team involvement to empower team members to contribute their best effort.
• Leadership skills –Lead with integrity to inspire team confidence and respect while motivating team members in a creative and effective manner. Engage employees in developing goals, executing plans and delivering results.