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Customer Service Division Leader

Job Description

The Mortgage Customer Service Call Center's core responsibility is to answer general inquiries from customers via the phone and email regarding their mortgage accounts.  The inquiries concern escrow analysis, home equity, real estate taxes, insurance, payoffs, payment processing and adjustable rate mortgages.  Responsible for the management of the Call Center Team Leaders, this position reports directly to the site Operations Leader.


As a Customer Service Call Center Division Leader  you will perform the following activities:

·        Manage a staff of 60 to 120 exempt and non-exempt level employees

·        Manage the schedule adherence of the department to achieve service level targets

         (80% of calls answered within an average speed of answer of 20 seconds)

·        Maintain key performance measures of Team Leaders

·        Responsible for the training and development evaluations of Team Leaders

·        Work with Team Leaders on staff development

·        Responsible for coaching and motivation of Team Leaders

·        Work with Team Leaders on motivation of staff to ensure employee retention

·        Responsible for the administration of recognition initiatives

·        Responsible for corrective action of Team Leaders if necessary

·        Responsible for ensuring that all performance reviews are completely timely

·        Responsible for training and development evaluation of Team Leaders, interim

         and annual performance appraisal including salary administration

·        Responsible for the administration of direct expenses such as overtime, salary

         increases, and operation's losses

·        Responsible for recruiting, interviewing, and hiring of Team Leaders

·        Facilitate employee feedback sessions to measure and improve employee


·        Handle customer calls escalated from Team Leaders

·        Conduct staff meetings and daily huddles with Team Leaders

·        Prepare reports for Senior Management

·        Interface with Technology on Call Center needs

·        Identify process improvement opportunities through analysis of customer inquiries

         and communicate to operational areas

·        Participate in key initiatives to improve the customer and employee experience

·        Interact with department management within Servicing Division and JP Morgan

         Chase to ensure needs of customers are met and loyalty to Chase is retained

Five (5) or more years of management experience, preferably in a Customer Service Call Center or Mortgage Banking/Loan Servicing 

·        Full understanding of customers’ needs, behaviors, financial dynamics, and

         business goals

·        Exceptional in-depth experience in production, client relations, collaborative

         teamwork, risk and project management

·        Broad and deep experience in financial management and planning

·        High degree of interpersonal, negotiating and marketing skills

·        Proven motivational and leadership skills

·        Excellent verbal and written communication skills

·        Excellent problem solving and analytical skills

·        Excellent organizational skills

·        Strong presentation skills

·        Knowledge of industry guidelines

·        Working knowledge of personal computers with software skills in Word, Excel,

         and database management 

·        B.A. or M.B.A. degree, preferred

Req #: 160032710
Location: Columbus, OH US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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