Loan Servicing Team Leader

1 week ago


Charlottesville, Virginia, United States Massanutten Full time

Company Overview

Massanutten Resort is a leading provider in the hospitality and service industry, dedicated to delivering exceptional experiences to our guests.

Position Summary

The Loan Servicing Team Leader acts as a pivotal link between management and team members, responsible for guiding, mentoring, and enhancing the Loan Servicing department. This role involves overseeing daily operations, fostering professional growth among associates, conducting performance assessments, and supporting organizational goals. As a leader, the Team Leader promotes effective communication and training to nurture a collaborative, service-oriented work environment. Additionally, this position requires a commitment to delivering outstanding service and resolving customer issues efficiently. Compliance with regulations and achievement of performance metrics are essential components of this role. Ideal candidates will exhibit a positive attitude and a passion for leadership and service.

Essential Qualifications

  • High school diploma or equivalent.
  • A minimum of 3 years of experience in a call center setting, including at least 1 year in a supervisory capacity with a strong emphasis on staff development.
  • Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), with the capability to utilize these tools for training purposes.
  • Comprehensive knowledge of loan servicing procedures, regulations, and the importance of ongoing training in these areas.
  • Exceptional communication and leadership abilities, particularly in training and problem-solving contexts.
  • Capacity to manage stress, prioritize multiple tasks, and adapt training techniques to meet the changing needs of the team and operations.
Preferred Qualifications
  • Degree or certification in Business Administration, Finance, or a related discipline.
Core Responsibilities
  • Operational Oversight: Manage the daily functions of the call center, focusing on efficiency, accuracy, and superior customer service.
  • Team Development: Lead, coach, and mentor call center personnel. Conduct thorough performance reviews, provide constructive feedback, and organize extensive training sessions on loan servicing policies and procedures.
  • Performance Monitoring: Continuously track and assess key performance indicators (KPIs) to evaluate team effectiveness. Formulate strategies to enhance service quality, with a strong focus on training to elevate skills and knowledge.
  • Compliance and Quality Control: Ensure adherence to legal standards and organizational policies. Perform detailed call monitoring to uphold and improve quality benchmarks, utilizing insights to drive targeted training initiatives.
  • Customer Resolution: Effectively manage escalated customer inquiries and complaints, prioritizing swift and satisfactory resolutions. Use complex cases as opportunities for team learning and development.
  • Interdepartmental Collaboration: Build cooperative relationships with other departments to streamline processes and improve customer service. Maintain open and effective communication within the team and with management.
  • Technical Skills and Training Application: Proficiently use Microsoft Office tools for data analysis and report generation, integrating these skills into training materials and communication strategies.
  • Adaptability and Training Improvement: Willingly accept additional responsibilities, particularly those related to the development and implementation of new training programs to enhance call center operations.
  • Training Responsibilities: Oversee the creation and delivery of all staff training and development initiatives.


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