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Contact Center - Supervisor

$50,000 - $55,000/Yr

Wintrust Financial - Salt Lake City, UT

posted about 1 month ago

Full-time - Entry Level
Salt Lake City, UT
251-500 employees
Credit Intermediation and Related Activities

About the position

Veterans First Mortgage is a specialized home lender that focuses on providing exceptional customer experiences to borrowers, particularly veterans and military members. The company operates under Wintrust Financial Corporation and has a strong presence in the VA home loan market. The team is dedicated to making the loan process swift, simple, and compliant, with a visionary marketing team and a robust in-house structure that includes loan officers, processors, underwriters, and closers. The company is committed to helping veterans utilize their home loan benefits and aims to create a positive work environment for its employees.

Responsibilities

  • Track incentive, attendance, and performance metrics on a daily, weekly, and monthly basis
  • Administer compliance training courses
  • Conduct meetings to go over announcements, employee feedback, and team building activities
  • Motivate team members to perform at a high level by maintaining a positive, driven work atmosphere
  • Take disciplinary action as necessary to resolve disputes, enforce department/company guidelines, and hold employees accountable for their performance requirements
  • Assist team members with general questions, troubleshooting, and all scenarios requiring escalation
  • Take escalated calls from clients
  • Monitor hourly productivity to ensure employees are on task
  • Organize breaks and lunches
  • Execute managerial Salesforce operations such as determining the validity of advancements and merging duplicate files
  • Promote the development of individual team members through training and coaching
  • Set individual productivity goals for team members and discuss potential avenues for career advancement
  • Observe employee interactions with customers and provide direct feedback on quality

Requirements

  • Minimum of six months' work experience in the Contacting department at Veterans First Mortgage
  • Strong written and verbal communication skills
  • Ability to work full-time (40 hours) in the evenings, in office twice a week, with flexibility to cover other shifts on occasion
  • Receive positive feedback from supervisors and be in good standing regarding attendance metrics
  • Consistently meet all minimum productivity requirements in your current position and have no corrective actions in the last 6 months

Benefits

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Accidental Death and Dismemberment Insurance
  • Short-term and Long-term Disability Insurance
  • Parental Leave
  • Employee Assistance Program (EAP)
  • Traditional and Roth 401(k) with company match
  • Flexible Spending Account (FSA)
  • Employee Stock Purchase Plan at 5% discount
  • Critical Illness Insurance
  • Accident Insurance
  • Transportation and Commuting Benefits
  • Banking Benefits
  • Pet Insurance
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