Supervisor Contact Center
About The Position
Veterans First Mortgage is a consumer-direct lender that specializes in serving Veterans and the military community. We operate under Wintrust Financial Corporation. Veterans First Mortgage is a specialized home lender, and its employees strive to give every borrower an exceptional customer experience. We have a visionary marketing team with a cutting-edge program. Our in-house team of loan officers, processors, underwriters, closers, and contact coordinators share one goal — to make the loan process swift, simple, and compliant. Military members make up the majority of our clientele, and an increasing number of Veterans are now using their home loan benefits. Take advantage of this momentum and feel great satisfaction in helping those who serve our country.
Requirements
- Minimum of six months’ work experience in the Contacting department at Veterans First Mortgage.
- Possess strong written and verbal communication skills.
- Receive positive feedback from supervisors and be in good standing regarding attendance metrics.
- Consistently meet all minimum productivity requirements in your current position and no corrective actions in the last 6 months.
Nice To Haves
- Flexibility to be able to cover other shifts on occasion.
Responsibilities
- Supervising the Contact Center Representatives and Loan Assistants.
- Monitoring performance by preparing daily, weekly and monthly reports by means of collecting and summarizing data.
- Tracking incentive, attendance, and performance metrics on a daily, weekly, and monthly basis.
- Administering compliance training courses.
- Conducting meetings to go over announcements, employee feedback, and team building activities.
- Motivating team members to perform at a high level by maintaining a positive, driven work atmosphere.
- Taking disciplinary action as necessary to resolve disputes, enforce department/company guidelines, and hold employees accountable for their performance requirements.
- Being the first resource to assist team members with general questions, troubleshooting, and all scenarios requiring escalation.
- Taking escalated calls from clients.
- Monitoring hourly productivity to ensure employees are on task.
- Organizing breaks and lunches.
- Executing managerial Salesforce operations such as determining the validity of advancements and merging duplicate files.
- Promoting the development of individual team members by means of early involvement in new hire training, holding structured one-on-one meetings, and through ongoing coaching.
- Setting individual productivity goals for team members and discussing potential avenues for career advancement; creating a game plan for achieving both.
- Observing employee interactions with customers; providing direct feedback on quality and coaching on ways to improve.
- Coordinating with other supervisors to ensure proper staffing levels across all systems.
- Covering for other supervisors as necessary.
Benefits
- Medical Insurance
- Dental
- Vision
- Life insurance
- Accidental death and dismemberment
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
