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Assistant Vice President

1 month ago

Pasadena, United States Insight Global Full time
Job DescriptionJob Description

Insight Global is looking for an Assistant Vice President of customer experience to join a large mortgage company in Pasadena, CA. This individual will lead multiple teams and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the AVP, you will monitor workflows and queues to ensure service levels are met.

 

The Assistant Vice President Customer Experience will also:

- Directly supervise employees in a call center environment providing support to the mortgage fulfillment division

- Oversee coordination within multiple divisions and across all areas to ensure consistent and proper execution

- Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions

- Communicate monthly results to management on departmental performance objectives

- Conduct quality reviews of staff daily and provide feedback

 

 

Must-Have Qualifications:

- Bachelor’s degree in Bus Administration, Finance or related field preferred, or equivalent direct industry experience

- 5+ years of mortgage experience required

- 3 years of management experience in a call center environment

- Ability to work with call monitoring tools/software