Customer Service Leadership Role

7 days ago


Coppell, Texas, United States NewRez Full time
Job Summary:

We are seeking a highly motivated and experienced Customer Service Leader to manage our Performing Mortgage Inbound Customer Service team. As an Operations Manager, you will oversee the Loan Servicing function and lead the Secured Consumer team.

About Us:

NewRez is one of America's top-five non-bank mortgage-servicing companies. Our mission is to provide exceptional service to our clients by managing their loan portfolios efficiently and effectively.

Key Responsibilities:
  • Manage a team of approximately 15 employees, providing guidance, leadership, and mentorship to develop and reinforce skills and effectiveness.
  • Monitor inbound call production and performance results, ensuring staff stays within defined production expectations.
  • Correct errant activity and provide feedback when necessary.
  • Track daily results of work efforts to ensure required levels of production and efficiency are achieved.
  • Address employee relations issues with staff as needed.
  • Assist the audit department by performing random sample audits of account records.
  • Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed.
  • Monitor auto-dialer campaigns and collectors' manual calling efforts.
  • This individual must be flexible and able to work different hours/shifts, if needed.
Requirements:
  • 6+ years' experience in finance, collections, customer service, or a related industry.
  • Previous management experience or current participant in our internal management training series.
Benefits:
  • $85,000 estimated annual salary.
  • 15 Paid Time Off (PTO) days and 18 after 1st anniversary.
  • 9 Paid Holidays.
  • Employee Engagement Activities.
  • Medical, Dental, RX, Vision, Life, Disability Insurance.
  • 401(k) Plan with company match.
  • Pet Insurance.
  • Advancement Opportunities.
  • Performance-based Incentives.


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