TruHome Solutions is a credit union-owned, full-service mortgage company providing a full range of services to credit unions and their members nationwide. TruHome is a company built by mortgage professionals who are approachable, knowledgeable, and service-minded. We seek to deliver Real. Simple. Service. to our credit union partners and members. Every time!
Headquartered in Overland Park, KS we're always seeking service-minded, friendly people to work with us. As a premier employer in the Kansas City area, TruHome Solutions, offers excellent comprehensive benefits, a fun culture and good vibes! We focus on creating meaningful relationships with our credit union partners, their members, and our employees.
Are you ready to start a career with a stable and reputable company? Look no further! We're seeking a qualified candidate to join our dynamic team!
GENERAL:
This position will largely be responsible for providing leadership to the member services team by acting as a subject matter expert, providing guidance through more difficult inquiries, and resolving escalations This position will oversee daily call center activities, proactively identifying team needs, weaknesses, and improvement opportunities. The Supervisor will lead by example by maintaining a pleasant and ,professional demeanor while demonstrating a sense of urgency to meet member and client expectations and achieve established targets.
GENERAL:
This position will largely be responsible for supporting and developing Member Services Specialists. The Supervisor will also be expected to provide support in the queue as needed and handle escalations and more difficult inquiries in a pleasant, professional, and efficient manner. Leading the team by example with a sense of urgency to both client and service level needs. The Supervisor will also be expected to regularly assist the Department Manager through oversight of daily call center activities, and proactively identifying team needs, weaknesses, and improvement opportunities.
SUPERVISES:
Supervises up to 10 Member Services Specialists. This individual is responsible for performing monthly call monitor activities of each team member, providing ongoing coaching and training, and participating in the annual review process.
PRINCIPAL ACCOUNTABILITIES:
Assume responsibility and assist in the resolution of more complex inquiries and complaints escalated by team members.
Respond to customer inquiries in a prompt and courteous manner, interpreting questions and/or requests and ensuring timely resolution and documentation of issues.
Present a positive, successful image of THS through a professional demeanor and caring approach with members.
Perform quality call monitors and deliver feedback to Member Services Specialists.
Ensure escalations are responded to and resolved in a timely manner.
Assist in regular on-going training of the Member Services team.
Interface with other TruHome departments to resolve inquiries and enhance department processes.
Monitor call queue volume and team member activity to ensure adequate coverage and ensure department answer rate and SLA's are achieved.
Prepare and distribute monthly schedule based on department needs.
Provide phone and email support as needed to maintain target service level standards.
Assist in drafting and reviewing department procedures/Job aids for communication to both management and staff members.
Assist in completing daily and monthly reports for Member Services.
Complete team assigned projects on time and with accuracy as needed.
Work with other TruHome departments to ensure the workflow or process is providing the best service to the borrowers.
Support team manager by providing encouragement and effective guidance to team members, including communicating team goals and identifying areas of new training or skill checks.
Assist management with interview process and new team member training.
Motivate team members and update management on team performance.
Conduct regular touch base meetings with team members and assist with the completion of performance evaluations and reviews.
Perform other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
Ability to multi-task
Comprehensive knowledge of Mortgage Servicing
Strong interpersonal skills.
Ability to motivate, inspire, manage, and supervise others.
Ability to assist other team members in solving problems.
Ability to work independently without supervision.
Ability to communicate effectively in writing and orally.
Ability to organize and prioritize to meet deadlines.
Ability to transfer skills/teach, coach, and lead group to increased performance.
Ability to resolve interpersonal conflict and miscommunications.
Knowledge of MSP is a plus.
PHYSICAL ACTIVITIES:
In this position, individual will be expected to lift to 20 pounds from time to time. Must be able to sit and use a computer for extended periods of time.
WORKING CONDITIONS:
This position is expected to work in general office environment with no travel.
EXPERIENCE/EDUCATIONAL REQUIREMENTS:
High School Diploma.
Bachelor's Degree is highly preferred.
Three or more years of proven success in a leadership position within an inbound contact center.
Mortgage servicing or Credit Union experience highly preferred.