AVP of Customer Service

2 weeks ago


Tampa, Florida, United States Fay Servicing Full time
AVP, Customer Service Job Description

Fay Servicing is seeking a highly skilled and experienced AVP, Customer Service to join our team. As a key member of our customer service department, you will be responsible for overseeing day-to-day operational responsibilities and managing a team of customer service representatives.

Key Responsibilities:
  • Oversee day-to-day functions for a team of customer service representatives
  • Meet service level, call handling, and performance objectives supporting organizational goals and objectives
  • Walk the floor to create awareness, observe call center activity to identify business process opportunities, and take action for prioritization and implementation
  • Actively engage with the floor representatives and our customers by ensuring availability for questions and customer escalations
  • Monitor and analyze trends utilizing department data and reports to make real-time business decisions and recommendations
  • Continually seek opportunities to improve customer inquiry resolution time frame
  • Monitor, identify, analyze, address, and recognize performance metrics in order to provide appropriate constructive feedback, maintain high service levels, and generate production efficiency
  • Participate in the drafting and maintenance of policies and procedures
  • Contribute to meeting customer care center policies and procedures, including setting goals, and upholding standards to evaluate staff performance
  • Utilize sound judgment in escalating organizational risks to HR and Senior Management
  • Consistently seek opportunities to reduce customer inquiry resolution times
  • Conduct one-on-one meetings, weekly meetings, coaching/developmental plan sessions, and performance reviews in a timely manner
  • Approve, track, record, and communicate to employees payroll decisions related to time and attendance
  • Perform additional functions as assigned by VP
Requirements:
  • College degree
  • Two years experience managing people in a team environment
  • Previous call center experience
  • Excellent written/oral communication and interpersonal skills with all levels of management
  • Demonstrated coaching and development ability
  • Microsoft Office Skills (Word, Excel, Outlook)
  • Mortgage experience preferred
About Fay Servicing:

Fay Servicing is a specialty mortgage servicer and originator that is committed to providing innovative servicing solutions for both performing and non-performing mortgage loans. We understand that our customers are not just loan numbers, but homeowners who deserve exceptional service and support.

We are proud to be an equal opportunity workplace where we strive to think outside the box and celebrate diversity. If you are a motivated and experienced professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.



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