HELOC Servicing Team Lead

Position: HELOC Servicing Team Lead

Location: U.S. Remote OK- (If in the Austin TX Area, the first 90 days will be in the office with the option to work hybrid or remote at the end of the 90 days)

Hours: Monday – Friday 8 am to 5 pm Central Time. 

Pay: $26- $29/hr. D.O.E.

Position Summary:

The HELOC Team Lead role assists the AVP, HELOC Servicing Manager with supervising a team of HELOC Specialists, which entails assisting with new hire training, frequent coaching, troubleshooting technical issues and call monitoring. The Lead’s primary role is team support, including but not limited to, troubleshooting escalated issues, handling customer escalations, ensuring call center queue coverage and maintaining call center service levels. A portion of a Lead’s day will also be spent taking inbound customer calls, as needed. Leads are a subject matter expert in various tasks, borrower correspondence and NAF products and services.

Responsibilities: 

• Train New Hires on:
• Phone System
• Inbound calls
• Outbound dialer (Welcome Calls, Early Delinquency, FEMA)
• Email queue management
• Troubleshooting
• Identify and find solutions as problems come up.
• Communicate with appropriate parties.
• IT Help Desk
• Phone Help Desk
• Servicing Systems Support
• Calls/Emails:
  • Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines
• Coaching
• Assist new hires with training in systems, learning applications and becoming familiar with available resources.
• Assist remote employees in Teams chat.
• Listen to recorded calls.
• Perform side-by-side monitoring.
• Reporting
• Become proficient in reading reports.
• Pull and review reporting from Genesys and Reporting Services
• Other duties may be assigned.

Job Competencies:

• Expertise in handling inbound calls with a customer service focus.
• Proficiency in outbound dialing for Welcome and other servicing campaigns. 
• Expertise with MSP and Genesys call center software. 
• Experience working with others onsite and remotely via Microsoft Teams or other similar applications.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty 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.

Education/Experience:

High School diploma or equivalent and 3-5 years’ experience in a call center environment.

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 quiet.

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.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION:  See in the normal visual range with or without correction.  HEARING:  Hear in the normal audio range with or without correction.

EOE/M/F/D/V. Drug-free workplace.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

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