Mortgage Payment Solutions Supervisor

Truist•Richmond, VA

1d•Onsite

About The Position

The position is responsible for managing a centralized collections center or unit within a center. The role involves coaching and development of teammates with the goal of delivering an exceptional client-centric experience to both internal and external customers. Key responsibilities include mitigating process errors and executing and delivering on team/departmental goals. There is a 5-day in-office expectation.

Requirements

Three or more years of experience in collections, recovery or customer service.
One or more years of Team Lead or supervisory experience.
Bachelor’s Degree, or equivalent education and related training.
Proficient in computer applications, such as Microsoft Office suite.
Being a team player is a required attribute.
Ability to develop work relationships towards achieving organizational goals.
Excellent listening, verbal and written communication skills.

Nice To Haves

One or more years of call center management experience.

Responsibilities

Lead, motivate and provide support to a group of Payment Solution Specialists (typically 9 or more) within a Collections or Recovery center.
Coach and develop teammates using call recording tools, team meetings, side by side or one on one sessions to identify improvement areas to deliver stellar client experience.
Ensure team meets/exceeds monthly performance metrics (production & quality), and satisfactory client delight customer survey scores.
Develop and administer appropriate corrective action plans in accordance with departmental and company guidelines.
Ensure inbound/outbound dialing goals are met/exceeded using appropriate dialer monitoring tools.
Handle client escalations, adhere to complaint management protocols and facilitate one call resolution.
Responsible for team compliance to required regulatory/compliance trainings.
Execute on key deliverables, project assignments, dialer and delinquency management strategies in a timely, consistent manner.
Acts as a subject matter expert in departmental processes.