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Customer Satisfaction Ambassador Supervisor

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Description

Summary

The Customer Satisfaction Ambassador Supervisor is responsible for the oversight and management of the escalations process for customer experience including but not limited to: Call center, Correspondence and Research, Web services, Correspondent lending, and originations.

Essential Job Functions:

  • Assist in the management of all aspects of customer escalations contact processes including customer service, collections and loss mitigation.
  • Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
  • Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
  • Manage Customer feedback survey results and follow up as required
  • Establish relationship with inter-departments to resolve escalations in a timely manner
  • Establish correct expectations, enforce relief and resolve through effective communication.
  • Evaluate escalation performance metrics.
  • Helps oversee the borrower customer experience.
  • Manages day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals.
  • Builds effective and strong team committed to delivering world class customer care and achieving organizational goals.
  •  Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management.
  • Develops and implements effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers.
  • Identifies and analyzes escalated problems and provide guidance to team members for resolution.
  • Negotiates solutions and acts as a liaison with internal and external customers when necessary.

Other Related Duties:

  • Performs other related duties as assigned.

Supervisory Responsibilities:  

Manages customer satisfaction ambassador staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed  are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

High school diploma or GED required

Associate's degree (A.A.) or equivalent from two-year College or Technical School; or one year to two years related experience and/or training; or equivalent combination of education and experience.

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