GENERAL FUNCTIONS: 

This position provides leadership and direction to our growing Member Services team.  Responsible for delivering an exceptional level of service and communication to our clients and their members. The team is responsible for ensuring established service levels are achieved on incoming call and email activities. In addition, the oversight and administration of our IVR, and the timely distribution and reporting of servicing satisfaction surveys and results.

PRINCIPAL ACCOUNTABILITIES:

• Provide oversight, direction and training to supervisors and specialists.
• Oversee vendor relationships, call monitoring activities, and Training programs that promote the continuous growth and development of the THS Member Services team.
• Ownership of the servicing queues (phone and email), & TeleVoice IVR.
• Continuously identify and implement processes that drive increased efficiency or operational improvements within the team.
• Coordination with internal TruHome departments or clients to help ensure the timely or proactive resolution of member concerns and requests.
• Respond to Qualified Written Requests, Notices of Error and complaints effectively and efficiently.
• Establish necessary processes to help ensure client escalations are handled quickly, appropriately and results are communicated to clients, when applicable.
• Administer and update department processes that ensure regulatory compliance and contractual obligations are continuously met.
• Responsible for hiring, training, evaluating, and developing team members.
• Reporting department performance results versus established goals and performance targets.

KNOWLEDGE, SKILLS AND ABILITIES:

• Call Center management experience
• Proficient understanding of the TruHome business model and mortgage servicing responsibilities.
• Working understanding of Word, Excel, and Outlook.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to manage multiple projects simultaneously and work in a fast-paced environment with changing client priorities.
• Ability to work under pressure with competing client priorities.
• Works independently without close supervision.
• Proactive communication skills
• Exercise appropriate professionalism, discretion, and confidentiality with information of a confidential and complex nature
• Confidence and ability to quickly identify and address performance needs within the team.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• High School diploma.
• Bachelor’s Degree.
• Mortgage specific experience preferred.
• Three to five years of Customer Service management experience required.

WORKING CONDITIONS:

This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes. Overtime may be needed.