VP Call Center

Compu-Link • Tulsa, OK

8d • Onsite

About The Position

This role is the leadership role over the Call Center. This leader oversees staff in the Oklahoma office location, which is a federal contract for the Home Equity Conversion Mortgage (HECM) contract for HUD. This leader is responsible for ensuring that both service and compliance standards are met relative to company and department policies and procedures, applicable government, regulatory and investor guidelines and client commitments. Responsibilities include achieving established metrics for productivity, quality and turn times, and leading the forward progress and evolution of the department through automation, telephony and IVR development and process improvement including cost-saving measures such as offshoring and bot automation where applicable. The leader is responsible for the performance of a team of call center agents, team leads, trainers, analysts, specialists, supervisors, and managers, including responsibility for hiring, training, coaching, development, and disciplinary action when necessary. The leader is also responsible for timely and successfully resolving escalated issues from any source.

Requirements

• Minimum 10 years call center or similar quality driven customer service and leadership experience in the mortgage industry.
• Experience successfully managing in a remote/virtual environment.
• Direct experience in building & developing a high performing team.
• Experience tracking, measuring, and holding teams accountable to defined KPIs.
• In-depth knowledge of regulations including FDCPA, TCPA, CFPB, & Consumer Privacy Laws.
• Telephone/call center system experience.
• Strong leadership skills, ability to mentor, coach, and provide feedback to improve performance and engagement.
• Ability to work effectively, both independently and in a team environment, and in a remote environment.
• Ability to work and influence decisions cross functionally and with senior leadership.
• Ability to exercise independent judgment and discretion in performing duties.
• Initiative-taker; proactively challenges status quo to improve and achieve results.
• Superior time management and prioritization in an atmosphere of multiple, shifting priorities and deadline pressures.
• Excellent problem solving and troubleshooting skills.
• Flexible schedule and keen sense of urgency.
• Exceptional communication skills, both verbal and written.
• Must be computer literate and comfortable navigating MS Office, call center telephony software and proprietary loan servicing applications.
• Able to quickly learn and adapt to a changing environment.
• Able to work independently and collaboratively as part of a team.
• Ability and willingness to take ownership of issues and apply the appropriate sense of urgency.
• Ability to effectively communicate feedback and present observations, trends and recommendations to peers and management staff.
• Employees must be comfortable working in an active environment that involves standing, walking, bending, reaching, and computer work.
• Employees will regularly work with standard office equipment including computers, scanners, photocopiers.
• Requires successful completion of federal background checks, fingerprinting, prior to employment.

Nice To Haves

• Bachelor’s degree is preferred.
• Reverse Mortgage experience preferred.

Responsibilities

• Oversee staff in the Oklahoma office location, which is a federal contract for the Home Equity Conversion Mortgage (HECM) contract for HUD.
• Ensure that both service and compliance standards are met relative to company and department policies and procedures, applicable government, regulatory and investor guidelines and client commitments.
• Achieve established metrics for productivity, quality and turn times.
• Lead the forward progress and evolution of the department through automation, telephony and IVR development and process improvement including cost-saving measures such as offshoring and bot automation where applicable.
• Responsible for the performance of a team of call center agents, team leads, trainers, analysts, specialists, supervisors, and managers, including responsibility for hiring, training, coaching, development, and disciplinary action when necessary.
• Timely and successfully resolving escalated issues from any source.
• Collaborate with all company departments and all levels of leadership to strategically plan and implement actions that align with Compu-Link’s goals and objectives.
• Collaborate with Borrower Care department management and team members.
• Communicate effectively up and down, including with Senior Leadership, escalating critical incidents, client or investor concerns, employee relations or staffing concerns, policy, procedure, or process changes as needed.
• Report risk items, escalate red flags, suspected Elder Abuse or suspected fraud to management and to client relations/clients promptly.
• Communicate with department leadership and employees appropriately, keeping chain of command sufficiently informed regarding staff motivation, performance feedback, team and department goals, changes to policy, procedure or process, client / investor expectations and directives, etc.
• Respond to requests promptly and professionally, “owning” issues and following up until the issue is satisfactorily resolved.
• Be available to take escalated phone calls and/or answer escalated emails on as-needed basis.
• Train, coach and ensure that regular performance feedback is provided to all employees.
• Delegate work appropriately to maintain acceptable response times and avoid bottlenecking of time sensitive issues.
• Partner with Workforce Management and QC team to meet required staffing levels, understand volume forecast, ensure quality objectives and adequate call center coverage at all times.
• Partner with HR & Recruiting in the hiring, coaching, training and development of the staff and any necessary disciplinary action.
• Proactively recommend solutions and process improvements.
• Ensure budget expectations are met, including headcount and overtime.
• Assist in generating revenue opportunities when appropriate.
• Special projects as assigned.

Benefits

• Comprehensive medical, dental, and vision coverage with multiple plan options
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA), including dependent care
• 401(k) with employer match and immediate vesting
• Employer-paid life insurance, disability coverage, and parental leave
• Generous paid time off, paid holidays, and flexible work arrangements
• Relocation Assistance

What This Job Offers

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