Customer Support Team Lead

6 days ago


Clearwater, United States Merchants Bancorp Full time
Job Summary

Merchants Bancorp is seeking a highly skilled Customer Support Manager to lead our Warehouse Lending Customer Support team. As a key member of our organization, you will be responsible for managing and training the team, communicating job expectations, and monitoring incoming messages from warehouse lending customers.

Key Responsibilities
  • Team Management: Manage and train the Warehouse Lending Customer Support and Closing Agent team to ensure excellent customer service and timely issue resolution.
  • Communication: Communicate job expectations, plan, monitor, appraise, and review the job contributions of all team members.
  • Customer Support: Monitor incoming messages from warehouse lending customers and promptly respond to their inquiries.
  • Lending System Support: Aid customers who have questions relative to the lending system, provide information on shipment status and collateral issues, and work with the funding team to rush wires when necessary.
  • Settlement Support: Assist customers with questions related to loan settlements and provide information on shipment status and collateral issues.
  • Investor Management: Add approved investors to a customer's approved investor menu as requested.
  • Office Management: Assist in the general management of the Clearwater office, including office supply orders and monthly team-building lunches.
Requirements
  • Education: High School diploma or GED from an accredited institution.
  • Experience: Two to Five years of Customer Service experience is required.
  • Skills: Basic skills in Office Suite-Word, Outlook, and Excel required. Strong written and verbal communication skills required. Detail-oriented and strong critical thinking skills are required.


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