Job Description

Job Description:

The Customer Service Supervisor is responsible for inbound and outbound calling queues supporting the Launch Servicing business unit. The Customer Service Supervisor will manage call times, call quality and staff scheduling. The Customer Service Supervisor will assist in the recruiting, hiring, training and ongoing development of Customer Service Representatives. Furthermore, this position requires effective communication of Launch Servicing policy and procedural information via multiple communication channels to and from internal and external parties seeking loan status and updates. The Customer Service Supervisor will serve as the primary point of contact for internal and external escalations. In addition, other responsibilities include allocating daily work, monitoring calls and working closely with business partners and time and performance management.

Responsibilities:

Manage inbound and outbound and allocate the daily pipeline

Be the first point of contact/escalation for employees

Coordinate with cross functional teams

Identify and research inconsistencies within the department

Proactively interact with applicants and team members

Monitor trends, quality, and volume fluctuations

Answer escalation emails, calls and inquiries

Perform time management duties

Set measurable team member goals

Complete 1:1’s with all direct reports monthly and ensure Trimester performance reviews are completed timely

Education & Other Minimum Requirements

Minimum of 2 years in a leadership role

Minimum of 5 years in a call center and/or consumer loan operations role

Experience working with VOIP calling systems and queues

Excellent verbal and written communication skills to articulate file status and outstanding conditions

Bonus points if you have:

Ability to review consumer loan documentation

An eagerness to learn and grow your leadership skills

A drive to succeed, a sense of urgency, and a passion for your work

An all-around team player attitude

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