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Customer Service Site Manager

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

Job Description:

Description: JOB SUMMARY Ensures that loans in the mortgage servicing portfolio are serviced according to investor requirements and that accurate accounting and reporting records are maintained.  Ensures that all customer inquiries are answered timely and handled accurately.  Manages staff to ensure adherence with call center metrics and measurements.  Reports to the Call Center Manager and works to report all activities to that manager.   Manages a centralized customer service staff. ESSENTIAL DUTIES AND RESPONSIBILITIES Manages customer service agents at a specified site Review the daily statistics across all agents to ensure compliance with all set metrics and measurements of the call center Keeps informed on government regulations pertaining to loan servicing Manages all aspects of internal tracking systems and processes as assigned Through subordinate supervisors, distributes work assignments to customer service agents Performs quality control reviews as needed Manages vendors used in conjunction with departments under management as assigned Responsible for requesting, creating/preparing, updating/revising, reviewing, testing, finalizing/approving, conduct training and maintain the departments policies and procedures All other duties as assigned Qualification: MINIMUM QUALIFICATIONS High School Diploma or equivalent requiredKnowledge of state and federal laws and regulations applicable to mortgage and consumer lending. Considerable knowledge of loan servicing practicesAnalytical ability sufficient to apply data and information to the solution of administrative and operating problemsConsiderable knowledge of workflow processes, staffing needs, and operational costs in a collection operationLeadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environmentAbility to work independently with minimal direction and to meet deadlinesDemonstrate ability to read, interpret, and analyze accounts and records of a complex, detailed and recurring natureAnalytical ability sufficient to apply data and information to the solution of administrative and operating problems  Ability to prepare an operating budget, anticipate and explain variances Ability to work collaboratively with peers, company managers, and customers in a team environment to attain common goalsAbility to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with external customers.  Strong instructing and advising skills.  Demonstrated ability to provide excellent customer serviceAbility to enter and extract data from a computer database.  Ability to locate data in a computer database for the purpose of researching and resolving customer inquiries Ability to maintain strict confidentialityConsiderable knowledge of and ability to use automated accounting systems; ability to use personal computers, peripherals, business software, and applications specific to organizational needsBachelor’s degree in business or communications or a related field, with five or more years of progressive experience in mortgage banking or consumer loans, or an equivalent combination of education and experience 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 Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension — Understanding written sentences and paragraphs in work related documents. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Speaking — Talking to others to convey information effectively. Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. Active 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. Instructing — 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. Time Management — Managing one's own time and the time of others. Writing — Communicating effectively in writing as appropriate for the needs of the audience. Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. Problem 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. Written Comprehension — The ability to read and understand information and ideas presented in writing. Inductive  Reasoning  —  The  ability to combine pieces  of  information  to form  general rules  or  conclusions (includes finding a relationship among seemingly unrelated events). Information 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). Near 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. Speech Recognition — The ability to identify and understand the speech of another person. Speech Clarity — The ability to speak clearly so others can understand you. PHYSICAL DEMANDS Sitting up to 95% of time Walking up to 5% of time Occasional standing, stooping, kneeling, crouching and reaching EQUAL 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 Site Manager, Other , Pittsburgh, Pennsylvania

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