Mortgage Experience Leader

2 days ago

Los Angeles, California, United States Insight Global Full time

The Mortgage Experience Leader will oversee multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality.

As the Mortgage Experience Leader, you will monitor workflows and queues to ensure service levels are met.

The Mortgage Experience Leader will:

  • Directly supervise employees in a call center environment providing support to the mortgage fulfillment division
  • Oversee coordination within multiple divisions and across all areas within Insight Global to ensure consistent and proper execution
  • Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
  • Communicate monthly results to Management on departmental performance objectives
  • Conduct quality reviews of staff daily and provide feedback
  • Act as the main point of escalation for all issues within the functions
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization's desired culture and values

Pay Range:

$41/hr +

Conversion Salary:

$75-100,000

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
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Required Skills & Experience

  • Bachelors degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience
  • 5+ years of Mortgage experience required
  • Management experience in a Call Center Environment
  • Ability to work with call monitoring tools/software
  • Demonstrated success with pipeline management

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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