Customer Service Director

4 weeks ago

Westfield, Indiana, United States Carrington Holding Company, LLC Full time
Job Title: Customer Service Director

Job Summary:

We are seeking a highly skilled Customer Service Director to oversee the Call Center's ongoing activities. The ideal candidate will have a strong background in customer service, process improvement, and decision-making. This role is responsible for ensuring that all business goals are consistently met, while adhering to all Company policies, procedures, and regulatory requirements.

Key Responsibilities:

* Create and review various daily productivity reports and evaluate performance results at both the team and department level.
* Audit call quality, incentive, and other processes to ensure adherence to all policies, procedures, and regulatory requirements.
* Promote one-call resolution through direct Customer Service efforts and identify ways to improve the directive across the servicing platform.
* Participate in projects that affect any aspect of Customer Service.
* Solicit feedback and ongoing communication with all departments to improve overall efficiencies and promote services across the platform.
* Work with the Loan Administration team to complete projects, revise and establish procedures, foster teamwork, share call driver information, ideas, and knowledge that will contribute to the overall goals of the Company and the customer experience.
* Assist with research and resolution of escalated customer service calls and related issues as needed.
* Accomplish customer service human resource objectives by recruiting, selecting, onboarding, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
* Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends and call drivers; determining system improvements; implementing change.
* Meet customer service financial objectives by forecasting requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
* Determine customer service requirements by maintaining contact with customers; conducting operational reviews and surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
* Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
* Maximize customer operational performance by providing support and resolving problems.

Requirements:

* Bachelor's degree in business or related field of study; or a combination of education and related experience in lieu of degree.
* 5-7 years' Customer Service supervisory/management experience in a call-center environment.
* Prior experience in the mortgage servicing, banking, or a related industry preferred.

What We Offer:

* Comprehensive healthcare plans for you and your family.
* A discretionary 401(k) match of 50% of the first 4% of pay contributed.
* Access to several fitness, restaurant, retail, and more discounts through our employee portal.
* Customized training programs to help you advance your career.
* Employee referral bonuses so you'll get paid to help Carrington and Vylla grow.
* Educational Reimbursement.
* Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.

EEO/AAP Employer

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

#LI-SY1

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