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Supervisor, Mortgage Servicing SPOC, Onboarding

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Description

SUMMARY

The Phone Lab (Nesting) Supervisor is responsible to act as the liaison with talent acquisition for successful on-boarding of new employees within their site.  They will be responsible for ordering equipment, procuring user ids, serving as the point of contact with Servicing development.  They will be the assigned Supervisor for the first 4 weeks during nesting and serve as the Development Coach for all new hires within their site/respective department.

REQUIREMENTS

This role will be the point of contact for recruiting to schedule and coordinate interviews ALL interviews within their respective site locations.  They will also participate in interviews with new employees and provide input on the hiring decision.

  • Will act as the Hiring Manager and will take on the responsibility for ordering the equipment, procuring user ids, serving as the point of contact with Training, etc.
  • Will be the assigned Supervisor for new employees in the first 4 weeks during nesting.  They will handle responsibilities such as approving timecards, equipment needs or other issues as necessary.
  • The nesting supervisor will monitor calls to the agent is meeting expectation and professionalism.  They will provide regular feedback on call handling and overall performance, as well as deliver 1:1s, huddles, team meetings as scheduled
  • In this role, the supervisor will track performance and attendance issues and collaborate with the Human Resource Business Partner to develop improvement plans or terminate employment as necessary. 
  • Recommends and implements changes in procedures as necessary
  • This position has direct reports

 


QUALIFICATIONS

Education:

  • HS Diploma/GED required; Bachelor’s degree preferred
  • 5-8 years related work experience
  • Excellent organizational skills
  • Attention to detail with high level of accuracy
  • Excellent communications skills
  • Analytical and problem-solving skills

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