Call Center Team Lead

7 days ago

Daytona Beach, United States Proctor Loan Protector Full time

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Job Title: Loss Drafts Team Lead

FLSA Status: Non-Exempt

Department: Lender Solutions

Reports to: Manager of Lender Solutions

Location: Proctor - 166

Who are we? What do we do? Company Overview:

Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.

What's the culture like at Proctor Loan Protector?

At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.

What can I expect from working at Proctor Loan Protector?

  • Fun work environment with a variety of work
  • Being part of a team
  • Career growth
  • Ability to highlight your skills
  • Feel valued
  • Great benefits, pay and culture
Tell me more about this role, what would I be doing?

Summary:

This position encompasses the understanding of all processes involving Loss Draft Tracking. Must have strong verbal and written communication skills to respond to questions and requests from clients, staff, borrowers, contractors, adjustors, and agents quickly and accurately.

Essential Duties and Functions: include the following. Other duties may be assigned.
  • Oversee the specific client team for loss draft tracking
  • Handle Escalated calls for assigned clients
  • Manage, coach and mentor staff
  • Initiate process improvements and report those to upper level management
  • Knowledge of assigned Client Requirements and Expectations
  • Reporting of Production Standards
  • Managing workflow and adjusting for priorities
  • Ensure Service Level Agreements are met
  • Attendance/Quality/Production must meet or exceed PFI standards
  • Purchases and maintains office supplies.
  • Pursues a course of personal, professional development
Competencies:
  • Planning/organizing-the individual prioritizes and plans work activities and uses time efficiently.
  • Interpersonal skills-the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
  • Oral communication-the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
  • Written communication-the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
  • Problem solving-the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
  • Quality control-the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
  • Adaptability-the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
  • Safety and security-the individual observes safety and security procedures and uses equipment and materials properly.
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required:
  • High School Diploma/GED
  • Property claims experience
  • Computer knowledge required - Proficient in Windows based environment
  • Microsoft Office Skills required (specifically Excel and Word)
  • Strong analytical skills
  • Customer Service Skills required
  • Strong communication skills both written/verbal
  • Insurance/Mortgage Servicing knowledge
  • Strong organizational skills
  • Attention to detail
  • Ability to prioritize workflow and work in a fast paced environment
  • Works well in a team environment
  • Attendance/Quality/Production must meet or exceed PFI standards
Preferred:
  • Associate's or Bachelor's degree in a business or financial related discipline
Physical Requirements Necessary on a Regular Basis:
  • Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
  • Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
  • Vision sufficient for use of a computer monitor.
  • Sedentary position. Ability to sit at a desk 7-8 hours per day.
  • Worker not substantially exposed to adverse environmental conditions
  • Employee not substantially exposed to adverse environmental conditions.
  • Employee must regularly lift, push, pull, and/or move up to 15 pounds.
  • Ability to stand, bend, and reach for limited periods of time for filing, retrieving, and organizing office area.


We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.

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