Scheduling and Customer Service Assistant
WorkStaff360
Mortgage Sales and Operations Manager
AmeriSave Mortgage Corporation
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $52,000 per year
Job Level
JuniorMid-Level
About the role
- Lead a team of 20-30 Client Support Specialists (CSS) to meet/exceed performance and compliance call quality goals
- Provide timely supervision, coaching, and development to direct reports
- Ensure training, tools, and information required to generate high-quality transfers to Mortgage Loan Officers
- Collaborate with AMC Workforce Management Team (WFM), peers and AMC Leadership Team
- Identify qualified candidates and provide supervisory operational coverage during AMC hours of operation
- Resolve escalations and escalate to next level when unable to resolve
- Drive team performance on productivity, efficiency, compliance, and quality metrics
- Develop, review, educate and manage direct reports through developmental action plans and performance improvement plans
- Facilitate daily huddles, monthly team meetings and individual meetings with direct reports
- Implement and coach to AMC operational guidelines, policies, and procedures
- Deliver disciplinary corrective action as required and complete required training
- Daily monitoring of all Performance Reporting and provide timely feedback to direct reports
- Daily review and coaching of recorded calls
- Review and communicate staffing updates to WFM (Adds/Removals/Adjustments)
- Maintain communication with direct reports through Teams, Phone and Email
- Assist direct reports and peers with requests and inquiries and provide subject matter expertise
- Maintain accuracy of CSS timecards and perform other duties as required or assigned
Requirements
- High School Diploma (College Degree preferred)
- Minimum of 2 years of mortgage sales experience in a consumer direct environment
- Minimum of 3 years of demonstrated leadership experience preferred
- Remote leadership experience
- Telemarketing/Sales Experience required
- Requires extensive knowledge of Marketing Call Center Operations, our products and services AMC offers
- Strong knowledge of MS Office (PowerPoint, Excel, Word)
- Must be able to effectively navigate and communicate information obtained from AMC internal systems
- Ability to apply knowledge and utilize that knowledge to resolve inquires
- Intermediate proficiency with Excel, Word, and PowerPoint
- Excellent presentation skills and persuasive skills
- Strong analytical skills and demonstrated problem-solving skills with a focus on continuous improvement
- Ability to work independently, multi-task, prioritize and function in a team environment
- Schedule availability: Tuesday – Saturday or Sunday – Thursday, 10am – 7pm EST
- Experience supervising or managing a team (20-30 direct reports)
