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Default Call Center Supervisor

Company: Wheeler Staffing Partners Inc
Location: Meriden
Posted on: July 31, 2022

Job Description:

Wheeler Staffing Partners is seeking a Default Call Center Supervisor in Meriden, CT. The Default Call Center Supervisor oversees day to day operations of the Mitigation and Loan Counseling teams, gives optimum service to all investors, and aids the Default Call Center Manager with all staff level duties. This is an ONSITE position! Contact Sarah Viana () to learn more about this great opportunity!Default Call Center Supervisor Responsibilities:Ensures team standards, individual metrics and call quality expectations are met for Loan Counselors/Mitigation CoordinatorsAssists with monthly and quarterly quality review meetings with Loan Counselors/Mitigation Coordinators to ensure compliance with these standardsTrains, supervises, and develops the Default Call Center staff to perform at the highest levels of accuracy and efficiency.Motivates and encourages staff through positive communication and feedback to ensure the highest degree of customer service.Coaches and develops staff to ensure the department maximizes quality service and customer retention. Fosters, promotes and contributes to a positive team environment.Assists Default Call center manager in evaluating Default Call Center employees according to Company policyMonitors timely completion of written inquiries/complaints logged in complaint tracking system.Provides information and research in timely manner to appropriate areas to facilitate responsesResponds to escalated calls/answers team and borrowers questions in timely fashionMaintains policies and procedures.Assists with development, documentation and implementation of new proceduresRemains knowledgeable of Collection and Loss Mitigation investor requirements, CFPB requirements as well as collection laws and regulationsPerforms other duties as assigned.Default Call Center Supervisor Requirements:High School diploma or GED equivalent requiredMinimum of 5 years experience in mortgage loss mitigationLeadership experience preferredDemonstrated strong leadership skillsExcellent written and verbal communication skillsDemonstrated strong interpersonal skills. Ability to interact effectively with internal clients across departments and locations.Ability to act and work independently with minimal supervisionAbility to provide objective, constructive feedbackMust be flexible, organized and have the ability to manage multiple priorities and meet strict deadlinesEffective problem solving abilitiesAbility to work effectively in a demanding, team-oriented, and fast-paced environmentWorking experience with call center technology such as IVR and ACD systems, etc.Current, strong working knowledge of mortgage loan workout options (i.e. loan modifications, short sales, deed-in-lieu and foreclosure) as well as collection requirements and guidelinesAbility to solve problems with a sense of urgency by recognizing opportunities, understanding risk and acting quickly to overcome obstacles and reach a solution.Knowledge of default management guidelines of mortgage investors including FHLMC, FHA, VA, and FHA.Ability to organize, prioritize, and distribute workload for optimum efficiencyKnowledge of MSP servicing systemWSP specializes in filling your company s contract, contract-to-hire, direct hire, contingency, and executive positions with professional candidates. From our Executive Retained Search Teams, Direct Hire and Contract Staffing Professionals, and RPO Service offerings we create models to deliver a world-class service, with a sense of urgency and professionalism. Our connections and our candidates combined with a staff backed by over 20 years of experience, ensure that our clients are seeing the right candidates for their career openings.WSP is committed to creating a diverse environment and is proud to be an equal opportunity employer.Follow us on social media to get updates on upcoming jobs!

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Keywords: Wheeler Staffing Partners Inc, Meriden , Default Call Center Supervisor, Other , Meriden, Connecticut

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