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Customer Service Team Lead

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

Job Description:

Description: ESSENTIAL DUTIES AND RESPONSIBILITIES Handle inbound and outbound calls from customers Perform customer verifications Effectively communicate with customers via telephone, email and chat Provide information in response to inquiries about mortgage products and services Obtain and evaluate all relevant information to handle inquiries and complaints Maintain customer records by updating account information Research and resolve customer inquiries related to escrow trial and final analysis Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner Contributes to team effort by accomplishing related results as needed Direct requests and unresolved issues to the designated resource Team Leads are required to manage the floor which sometimes includes walking around assisting reps with calls. Team Leads will perform most of their function taking escalated calls from their workstation and additional work related functions. Process, and resolve basic correspondence items Communication via phone and with Customer Service Representatives and Supervisors Analyze customer inquiries on the phone and/or understand written correspondence All other duties as assigned Qualification: MINIMUM QUALIFICATIONS High School Diploma or equivalent required Minimum of 4 years of experience in a customer service call center environment General knowledge of mortgage lending/servicing industry Must be flexible, organized and have the ability to manage and prioritize daily assignments Project management skills Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services Excellent verbal and written communication Ability to delegate Time Management Skills Multi-tasking Ability to follow through Training and Coaching New Hire development Goal oriented 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. Overtime required as necessary. Some travel may be required. ESSENTIAL FUNCTIONS Overtime – Required as necessary 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 Team Lead, Other , Pittsburgh, Pennsylvania

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