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Customer Service Manager/Loan Operations Specialist
2 months ago
The Loan Servicing Supervisor serves as a strategic liaison between management and staff to lead, coach, and develop the Loan Servicing team. The Supervisor directs daily operations, professionally develops associates, oversees performance analysis, and supports company initiatives.
Key Responsibilities- Operational Management: Manage the daily operations of the call center, emphasizing efficiency, accuracy, and first-rate customer service.
- Team Leadership: Actively lead, coach, and mentor call center staff. Conduct detailed performance evaluations, provide regular and constructive feedback, and organize comprehensive training sessions on loan servicing policies and procedures.
- Performance Analysis: Diligently track and evaluate key performance indicators (KPIs) to assess team efficiency and effectiveness. Develop strategies to enhance service quality, with a particular emphasis on training to improve skills and knowledge.
- Regulatory Compliance and Quality Assurance: Ensure compliance with legal standards and company policies. Conduct thorough call monitoring to maintain and elevate quality standards, using findings to drive targeted training initiatives.
- Customer Issue Resolution: Skillfully manage escalated customer inquiries and complaints, focusing on quick and effective resolution. Use complex cases as learning opportunities for team development.
- Interdepartmental Collaboration: Foster collaborative relationships with other departments to streamline processes and enhance customer service. Maintain open and effective communication within the team and with management.
- Technical Proficiency and Training Application: Expertly utilize Microsoft Office tools for data analysis and report generation and integrate these skills into training materials and communication strategies.
- Adaptive Responsibility and Training Enhancement: Willingly take on additional responsibilities, especially those that involve the development and implementation of new training programs to enhance call center operations.
- Training Focus: Responsible for the development and delivery of all staff training and development.
