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Manager Customer Care

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Description

Summary

Individual will be responsible for the overall performance and management of multiple supervisors and their teams within the customer care call center.

 

Essential Job Functions:

 

  • Assist in the management of the mortgage servicing customer care call center including customer service, collections and loss mitigation.
  • Promote a positive workplace supportive of company goals and objectives.
  • Build and maintain a high performing team committed to delivering world class customer care and achieving organizational goals.
  • Oversee recruiting and training of qualified individuals to support the customer care call center.
  • Set goals, drive results and properly reward/addresses performance.
  • Build and analyze reporting necessary to manage call center productivity against daily/weekly/monthly objectives.
  • Familiar with federal, state, and local regulations
  • Ability to quickly identify issues and resolve problems.

Other Related Duties:

 

  • Performs other related duties as assigned.

 

Supervisory Responsibilities:

 

Manages 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 below 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:

 

Bachelors Degree from a Four (4) year College or University; or one (1) to two (2) years related experience and/or training; or equivalent combination of education and experience.

 

Language Skills:

 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

 

Mathematical Skills:

 

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.


 

 

Reasoning Ability:

 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

Certificates, Licenses, Registrations:

 

None required

 

 

 

 

 

 

Physical Demands :

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

 

Work Environment:

 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

 

Employer’s Rights:

 

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.