Customer Service Team Lead

2 weeks ago


Irving, Texas, United States Planet Home Lending Full time
Job Summary

The Customer Service Team Lead role at Planet Home Lending is a key position that oversees the resolution of borrower inquiries regarding mortgage loans. This includes providing high-quality service and timely responses to customer inquiries via phone and correspondence, while adhering to productivity and regulatory requirements.

Key Responsibilities
  • Respond to Borrower Inquiries: Respond to borrower inquiries via phone and/or correspondence, ensuring high-quality service and timely response. Research customer issues and work towards resolution when needed.
  • Support the Call Center Supervisor: Provide support to the Call Center Supervisor by assisting with escalated calls, aiding and coaching Customer Service Representatives, and ensuring that service levels are maintained.
  • Place Welcome Calls: Place welcome calls to new portfolios, educating the customer on payment methods, hours of operations, and confirming critical loan information.
  • Follow up with Customers: Provide follow-up to customers regarding any outstanding issues, adhering to follow-up dates tracked through the Loan Servicing System.
  • Collaborate with Loan Counseling: Work closely with the Loan Counseling department to ensure payment information provided is accurate and consistent.
  • Stay Up-to-Date on Guidelines: Maintain knowledge of procedural guidelines and investor requirements in order to work cohesively with various Loan Servicing departments.
Requirements
  • Education: High school diploma or equivalent required.
  • Experience: Minimum 3 years of call center experience required. Loan servicing experience preferred.
Skills
  • Effective Communication: Effective verbal and written communication skills.
  • Customer Service: Excellent customer service skills.
  • Leadership: Effective leadership skills, interpersonal and analytical skills.
  • Problem-Solving: Ability to work in a fast-paced environment, multi-task, and manage time effectively.

Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.



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