Description
Concord
is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions. Our subject matter experts proactively partner with clients to maximize portfolio performance at a competitive price. Handles Manager’s Calls as needed.As Contact Center Support Supervisor oversees the Contact Center support department, responsible for contact center support functions and all related personnel.
Responsible for supervising the overall operations for ESP and CSS clients involving new and existing client relationships; This includes QA and compliance functions , resolutions inboxes, attorney representation confirmations, and special client escalations. The role ensures SLA adherence, accurate reporting, and provides leadership through training, mentoring, and audits. The supervisor also handles cease and desist requests, month-end reporting, account balancing, and develops and maintains work instructions.
Essential Duties and Responsibilities:
The below-listed functions are not all-inclusive, but provide an accurate description of this position. The ideal candidate must have the ability to perform these functions with adequate training, and understand how they fit into the larger organizational goals.
Operations40%
- · Monitor inboxes and consumer/contact center requests to ensure SLA compliance
- · Audit solutions provided by agents for accuracy and quality
- · Oversee and audit attorney representation confirmations
- · Handle cease and desist requests
- · Develop, maintain, and audit work instructions and procedures
- · Create and maintain checklists for daily, weekly, and monthly tasks
- · Oversee month-end reporting, account balancing, and ensure timely reporting to clients and coworkers
- · Organize and facilitate calibrations for QA and compliance
- · Support audits and ensure compliance with client and internal standards
Client Relationships25%
- · Ensure all client concerns are addressed timely and appropriately
- · Maintain reporting accuracy and timeliness for clients
- · Create, maintain, and present reporting to clients and coworkers
- · Provide feedback to agents to assure correct and timely client support
- · Participate in client meetings as needed
Resources Technology20%
- · Develop and support enhancements to processes and reporting
- · Ensure proper tools, reporting, and systems are used to monitor SLA compliance and auditing
- · Provide input on improvements to workflow and operational efficiency
- Knowledge of Phoenix reporting, DPL flags, CSS-TCL, C2.
Personnel15%
- · Train, mentor, and support agents to ensure ongoing development
- · Interview, schedule, and evaluate group organization and workload
- · Assess staffing needs and recommend increases or decreases as required
- Provide coaching and feedback to agents to improve performance
Requirements
- Must be accurate, detail oriented, and organized with ability to manage multiple tasks
- Must have excellent technical and analytical skills
- Must be willing to travel, this may include international travel, at least 3 to5 times a year.
- A thorough working knowledge of company/department policies and procedures, CSS and Microsoft Office Products.
- Ability to provide support, coach, develop, and motivate a team.
- Payment processing, balancing, and reconciliation experience is desired
- Must be familiar with servicing offered through the Contact Center; Inbound, Collections, Default
- Ability to read, write and speak English fluently.
- Ability to effectively present information, both written and oral, and respond to questions from clients, coworkers and department/group managers
Benefits
salary 29,000grocery tickets 2000internet bonus 1000health, dental and life insurance
