This position will largely be responsible for assisting members who have been escalated by our member service specialists.  Helping handle these more difficult inquiries in a pleasant, professional, and efficient manner and leading the team by example with a sense of urgency to both client and service level needs. The Supervisor will also be expected to regularly assist the Department Manager through oversight of daily call center activities, and proactively identifying team needs, weaknesses, and improvement opportunities.

SUPERVISES:

Supervises up to 10 Member Services Specialists. This individual is responsible for performing monthly call monitor activities of each team member, providing ongoing coaching and training, and participating in the annual review process. 

• Assume responsibility and assist in the resolution of more complex inquiries and complaints escalated by team members.
• Respond to customer inquiries in a prompt and courteous manner, interpreting questions and/or requests and ensuring timely resolution and documentation of issues.
• Present a positive, successful image of THS through a professional demeanor and caring approach with members.
• Perform quality call monitors and deliver feedback to Member Services Specialists.
• Ensure requests received via the Mortgage Servicing Inbox are responded to professionally and promptly.
• Assist in regular on-going training of the Member Services team.
• Interface with other TruHome departments to resolve inquiries and enhance department processes.
• Monitor call queue volume and team member activity to ensure adequate coverage and ensure department answer rate and SLA’s are achieved.
• Prepare and distribute monthly schedule based on department needs.
• Provide phone and email support as needed to maintain target service level standards.
• Assist in drafting and reviewing department procedures/Job aids for communication to both management and staff members.
• Ability to complete credit corrections using E-Oscar.
• Assist in completing daily and monthly reports for Member Services.
• Complete team assigned projects on time and with accuracy as needed.
• Work with other TruHome departments to ensure the workflow or process is providing the best service to the borrowers.
• Support team manager by providing encouragement and effective guidance to team members, including communicating team goals and identifying areas of new training or skill checks.
• Assist management with interview process and new team member training.
• Motivate team members and update management on team performance.
• Conduct regular touch base meetings with team members and assist with the completion of performance evaluations and reviews.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to multi-task
• Comprehensive knowledge of Mortgage Servicing
• Strong interpersonal skills.
• Ability to motivate, inspire, manage, and supervise others.
• Ability to assist other team members in solving problems.
• Ability to work independently without supervision.
• Ability to communicate effectively in writing and orally.
• Ability to organize and prioritize to meet deadlines.
• Ability to transfer skills/teach, coach, and lead group to increased performance.
• Ability to resolve interpersonal conflict and miscommunications.
• Knowledge of MSP is a plus.

PHYSICAL ACTIVITIES:

In this position, individual will be expected to lift to 20 pounds from time to time.  Must be able to sit and use a computer for extended periods of time.

WORKING CONDITIONS:

This position is expected to work in general office environment with no travel.

EXPERIENCE/EDUCATIONAL REQUIREMENTS:

• High School Diploma.
• Bachelor’s Degree is highly preferred.
• Three or more years of customer service experience is required.
• Customer Service experience in mortgage or consumer lending with previous leadership responsibilities is HIGHLY preferred.