Under minimal supervision, the Servicing Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participating in the training and coaching of the Servicing staff, investigating and resolving escalated issues, providing lead support in the absence of a Supervisor, and completing other work as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Monitor live reports and address concerns when identified
Monitor phone calls to ensure proper handling
Coach agents as needed or directed
Step in to lead a team when Supervisor is absent
Document all interactions with agents / Update coaching log
Communicate professionally with internal and external customers
Other duties as assigned
Ensure timely completion of tasks and send reminders.
ESSENTIAL KNOWLEDGE, SKILL & LICENSES:
Ability to interpret and explain policies and procedures to others
Exercise sound judgment when making decisions
Excellent organization and prioritization skills
Use proper grammar and email etiquette including accurate spelling and correct vocabulary
Diffuse hostile callers
Develop and deliver training
Ability to work under time constraints and daily deadlines
Good interpersonal skills and teamwork awareness
Maintain confidentiality with personnel and management issues
FULL TIME BENEFITS:
Medical, Dental, and Vision benefits
Life Insurance, Flexible Spending Account
401K matching
Employee Stock Ownership Program in a $14.2 Billion Company, plus company matching
Wellness Program, Daily Team Exercises
Westlake University, Certification Programs
Discounts on Parks, Museums, Movie Tickets, and Attractions
AT&T Wireless Discounts
Employee Loan Assistance
Annual Flu Shots, Biometric Screenings
Paid Vacation Days
Paid Sick Days
Paid Holidays
Rental Car Discounts
Dell Member Purchase Program
ACKNOWLEDGMENTS:
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
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