Team Lead, Customer Resolutions

Onity•Mount Laurel, NJ

9d•Hybrid

About The Position

The Team Lead, Customer Resolutions will play a key role in the coaching and development of the Customer Resolutions Coordinators under their supervision. Focus areas will include utilization of our technology, scripting, and loss mitigation experience to achieve top results in volume of resolutions, reduction in variability and high-quality scores. This is a hybrid position. The position will require full time in office during training for approximately 4 weeks and then move to a hybrid position working remotely. The employee must be within commutable distance to the Mt. Laurel, NJ office. This position is full-time.

Requirements

Bachelor’s degree or equivalent preferred
Minimum of one year experience leading a team in a call center environment
Minimum of two years experience in a customer service or collections environment
Proficient with Microsoft Office products (e.g., Word, Excel, Outlook, etc.)
Strong written/verbal communication skills
Persuasive demeanor with ability to make rational decisions based on business expectations.
Ability to deal with conflict and resolve in accordance with business unit requirements
Adapts well in a changing environment
Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Responsibilities

Provide strategic oversight and direction regarding Onity’s Call Center Operation - Customer Resolutions department regarding performance and practices to ensure high quality product output and operational excellence throughout the organization.
Closely monitor various metrics such as Key Performance Indicators (KPIs) to achieve business objectives.
Manage a diverse team of associates located in the US with an emphasis on retention of high performing associates, coaching and professional development.
Oversee the execution of all Customer Resolutions processes to ensure a high degree of timeliness, accuracy, and compliance.
Leverage effective short, medium, and long-range planning to anticipate business needs as they arise and provide effective solutions to Executive Management.
Review departmental control reporting to ensure compliance with internal and external guidelines related to ERM servicing commitments.
Update and implement internal controls and procedures as risks are identified.
Ensure all internal policies and procedures are updated to reflect compliance changes.
Develop and document business process enhancements and opportunities for increased automation.
Login to the escalation queue to handle and manage queries and escalations real time.