Posted: Tuesday, February 6, 2018 12:37 AM
Job Summary: Oversee the day to day operations of the Customer Service Unit. Execute strategies to manage call center operations including: hiring, employee engagement, employee development, quality and corporate controls. Identification and implementation of process and policy improvements. Behavioral and statistical coaching of staff. Ensure customer experience, quality, productivity, budget and department goals are achieved. Development and motivation of staff to ensure that performance standards are met while still maintaining quality customer service to our internal and external customers. Active review of existing performance and exception reports to maintain adequate control over achieving desired results and mitigating risk. Review and update to existing procedures and controls as necessary. Duties Include: Review and analyze daily performance results to ensure on target for meeting performance standards. Identify opportunities for employee coaching and staff development. Enthusiastically lead and inspire call center staff and management team with a strong emphasis in mentoring, developing, and guiding team members. Partner with Recruiting, Training, Workforce Management and other operational teams to ensure department performance metrics are met including: Abandonment Rate, staffing utilization, daily schedule adherence and training needs. Uphold a Culture of Compliance by ensuring internal controls are in place, including processes for management of operational risk, in accordance with Company and regulatory standards. Resolution of personnel issues including discipline and feedback, interviews, etc. Leverage technology to optimize customer operations and employee performance. Assist in identifying, developing, evaluating and implementing new processes or procedures to improve service and/or reduce costs Coordinate projects, audits and or reports as directed by the department VP/EVP in a thorough and timely manner. Other duties as assigned. Specifications: Bachelors or equivalent work experience. Minimum of 5 years management experience Mortgage Servicing Operations Management experience preferred Proven Leadership skills with an emphasis in performance management Highly effective communication, motivation and coaching skills. Proven analytical and problem solving skills. Independent decision making skills Ability to implement and execute on new and ever changing initiatives Ability to manage stress and multiple projects with competing interest for time Strong knowledge of Mortgage Servicing Compliance Select Portfolio Servicing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
• Location: Salt Lake City, West Valley City
• Post ID: 18535452 saltlakecity