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Customer Service Supervisor

Company: ServiceLink, L.P.
Location: Pittsburgh
Posted on: December 5, 2019

Job Description:

Description: ESSENTIAL DUTIES AND RESPONSIBILITIES Provide leadership to customer service representatives and develop growth opportunities within the Call Center Handle administrative functions related to Human Resources, e.g., scheduling, time-off reports, performance reviews and disciplinary actions. Respond to Subpoena Requests Implement and monitor key controls and manage appropriate operational risks. Maintain the relationship, contracts, and credit reporting to all the credit bureaus Regularly review department workflows, performan impacts and implementation of new processes and strategies affecting the Call Center Maintain reporting log with all received complaints Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables Excellent verbal and written communications skills Prepare or review various Call Center reports, forms, correspondence, e-mail messages, logs and budget. Ability to work hard and long when conducting research and awaiting results Able to react to change productively and handle other essential tasks as assigned Establish and maintain relationships with the company’s vendors Other duties, responsibilities, and job functions as assigned Qualification: MINIMUM QUALIFICATIONS High school diploma or GED Bachelor’s Degree or equivalent 5 years of supervisory experience (preferably in a call center) General knowledge of mortgage lending/servicing industry Must be flexible, organized and have the ability to manage and prioritize daily assignments to include conducting preliminary surveys necessary for research, looking up data and finding research material for the study and ensure accuracy of the information being researched Excellent communication skills, both oral and written Strong leadership skill Solid interpersonal and relationship building skills Analytical with the ability to detect problems in workflow Ability to multitask on various items while meeting strict timelines and deadlines Candidates must have knowledge of office methods and procedures Candidates should have the ability to handle standard office equipment (e.g. personal computer, calculator, copier, facsimile machine, scanner, microfilm reader, etc.) WORK CONDITIONS Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. ESSENTIAL FUNCTIONS C ritical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. R eading Comprehension — Understanding written sentences and paragraphs in work related documents. E nglish Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. S peaking — Talking to others to convey information effectively. A c t i ve Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. A c t i ve Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. I nstructing — Teaching others how to do something. Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one. T im e Management — Managing one's own time and the time of others. W r i t i ng — Communicating effectively in writing as appropriate for the needs of the audience. C omplex Problem Solving — I d entifying complex problems and reviewing related information to develop and evaluate options and implement solutions. D eductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. P roblem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. W r i tt en Comprehension — The ability to read and understand information and ideas presented in writing. I nductive  Reasoning  — The  ability to combine pieces  of  information  to form  general rules  or  conclusions (includes finding a relationship among seemingly unrelated events). I nformation Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). N ear Vision — The ability to see details at close range (within a few feet of the observer). Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression — The ability to communicate information and ideas in speaking so others will understand. S peech Recognition — The ability to identify and understand the speech of another person. S peech Clarity — The ability to speak clearly so others can understand you. PHYSICAL DEMANDS Si tt i n g up to 95% of time W alking up to 5% of time Occasional standing, stooping, kneeling, crouching and reaching E QUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.

Keywords: ServiceLink, L.P., Pittsburgh , Customer Service Supervisor, Other , Pittsburgh, Pennsylvania

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