Mortgage Payment Solutions Supervisor

Truist Bank • 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.

Benefits

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• 401k plan
• vacation
• sick days
• paid holidays
• defined benefit pension plan
• restricted stock units
• deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level