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Customer Service Team Lead

2 months ago

Virginia Beach, Virginia, United States LoanCare Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at LoanCare. As a key member of our mortgage servicing team, you will be responsible for leading and developing our customer service representatives to provide exceptional service to our clients.

Key Responsibilities
  • Lead and develop customer service representatives to achieve high levels of customer satisfaction and service quality.
  • Manage and monitor daily activities on the customer service floor, providing coaching and guidance as needed.
  • Handle inbound and outbound calls from customers, providing timely and effective resolutions to their inquiries and concerns.
  • Perform customer verifications and provide information on mortgage products and services.
  • Conduct root cause analysis and implement solutions to resolve customer complaints and concerns.
  • Collaborate with cross-functional teams to ensure seamless service delivery and high levels of customer satisfaction.
  • Stay up-to-date on industry trends and best practices in customer service and mortgage servicing.
Requirements
  • High school diploma or equivalent required.
  • 5 years of call center or customer service experience preferred.
  • Expert knowledge of customer service principles and practices.
  • Advanced mortgage product knowledge and understanding of mortgage servicing (escrow, taxes, and payment application) required.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
What We Offer

LoanCare offers a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.