HELOC Servicing Team Lead

New American Funding

9d•$26 - $29•Remote

About The Position

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.

Requirements

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

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
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
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.
Become proficient in reading reports.
Pull and review reporting from Genesys and Reporting Services
Other duties may be assigned.