Loan Servicing Team Lead

2 weeks ago


Charlottesville, Virginia, United States Massanutten Resort Full time

Job Summary

The Loan Servicing Supervisor is a strategic leader who oversees the daily operations of the call center, ensuring efficiency, accuracy, and exceptional customer service. This role requires a strong focus on staff training and development, as well as the ability to effectively manage and resolve customer inquiries and complaints.

Key Responsibilities

  • Manage the daily operations of the call center, emphasizing efficiency, accuracy, and first-rate customer service.
  • Actively lead, coach, and mentor call center staff, conducting detailed performance evaluations and providing regular and constructive feedback.
  • Develop and deliver comprehensive training sessions on loan servicing policies and procedures.
  • Track and evaluate key performance indicators (KPIs) to assess team efficiency and effectiveness.
  • Ensure compliance with legal standards and company policies, conducting thorough call monitoring to maintain and elevate quality standards.
  • Collaborate with other departments to streamline processes and enhance customer service.

Requirements

  • High school diploma or equivalent.
  • At least 3 years in a call center environment, including a minimum of 1 year in a leadership role with a strong focus on staff training and development.
  • Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook), with the ability to use these tools in training contexts.
  • Deep understanding of loan servicing processes, regulations, and the critical role of continuous training in these areas.
  • Outstanding communication and leadership skills, with a special emphasis on training and problem-solving.

Preferred Qualifications

  • Degree or certification in Business Administration, Finance, or a related field.

Location

Charlottesville, VA



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