Team Lead, Scheduling

Moder

86d

About The Position

The Team Lead, Scheduling is responsible for handling a team of scheduling coordinators, taking supervisor calls when borrowers need clarity, assisting with managing reports, assisting with managing daily metrics and attend meetings, when needed. This position assists in managing scheduling coordinators to ensure they adhere to policies and procedures set forth. To help solve issues that arise in the process the Team Lead, Scheduling will be well versed in our Customer Service Standards and capable of providing timely resolution to our customers’ needs and concerns. Will effectively manage the workload to meet or exceed established scheduling goals and work with department Leadership to ensure all staff is properly trained in all areas of Scheduling including issue resolution and overcoming objections.

Requirements

• 3+ years’ experience in call center environment, customer service skills and mortgage industry experience
• Knowledge of pertinent federal, state and local codes, laws and regulations
• Demonstrated knowledge of production metrics (Availability/Adherence)
• Demonstrated communication, telephone and organizational skills
• Strong knowledge of FHA and Conventional mortgage programs
• Associate's degree (A. A.) or equivalent from two-year College or Technical School

Responsibilities

• Distribute loans that are able to be scheduled to ensure SLAs are consistently met or exceeded
• Provide customer service that focuses on the needs of clients and our Customer Service Standards
• Monitors pipelines, inventory, and aging of schedulable loans
• Is Proactive and goal driven, coaches the team members whenever required
• Manages team and individuals to meet / exceed quality and productivity performance
• Builds and maintains high performance function; effectively manage employee performance (people management)
• Provide individual and team training as needed
• Assist in design, development, and delivery of training materials that effectively train individuals to perform required tasks
• Ensure teammates meet all required annual training requirements
• Ensure adherence to all policy and procedures
• Display leadership skills and establishes an inclusive and positive team-oriented work environment
• Perform QA in accordance with department cadence
• Demonstrate integrity, judgment and ethics in daily business activity
• Ensure effective and updated procedure documentation is maintained for all key operational process
• Be a role model for client service delivery and instill the culture
• Maintain regular and punctual attendance
• Ability to communicate effectively and professionally (both oral and written) with clients
• Ability to handle difficult scenarios when they arise and diffuse situations accurately with a positive outcome
• Must be dependable and responsible to work in a remote location; proficient at process flow management
• Comply with all company policies and procedures

Benefits

• Equal Employment Opportunity
• Americans with Disabilities Act compliance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree