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.
as a customer services supervisor your responsibilities include interviewing, candidate choosing and training employees; scheduling, assigning, and directing work; performance appraisal; rewarding and disciplining employees; addressing complaints and solving problems
* manage resources to complete daily work, meet client contractual obligations and client expectations.
* monitor results take collections and focus on service level strategy for mosaic.
* provide feedback, coaching and monitoring to ensure agents are performing assigned duties correctly and efficiently.
* enforce, review and evaluate current policies and procedures; make recommendations for amendments as necessary.
requirements
* handle supervisor calls as needed.
* provide all reps with client's request and updates.
* organize and propose contests, do follow up and provide the results to executive collection management team and team members.
* write and administer employee performance reviews.
* 1 on 1 meeting with the agents
* team performance tracker
* attend client meetings when required
* hr notifications; absenteeism, sick days, etc.
* new hire interviews
* send monthly goal template for mosaic
* print, sign and review with team members compliance monitoring sheets and quality assurance formats.
* able to adapt to changes efficiently and handle new tasks as assigned.
* meet daily (as many times as needed) with the energy team manager and director to keep up to date with the campaigns and accounts that are being worked.
* motivate team members and keep them updated on all departmental goals, strategies, actions, contests, etc.
* assist in training and give orientation to all new team members.
* communicate all relevant changes and updates to cc leaders.
* organize monthly review meetings with each team to summarize previous month's results and future action plan
* conduct performance appraisals to the team members once a year.
* provide performance warnings (write-ups) and offer constructive feedback.
* grant cs awards when a team member performs above and beyond on a call.
* provide live stats to team members.
* check daily phone stats and review them with each team member / client coordinators.
* prepare monthly working schedule (from monday to saturday) and make necessary changes if needed.
* assure team members have all necessary tools (hardware, software and internet access) when scheduled to work from home as part of the disaster recovery plan.
* supervise each team member's attendance.
* supervise each team member's phone starts.
* attends all contact center leadership meetings and prepares a recap to share with team members when applicable.
* performs call auditing and account analysis as necessary in order to make adjustments, recommendations, or take necessary actions to improve quality of service and increased results.
* work with executive collection management team to ensure appropriate staffing levels to meet the demands of client business.
* inform daily, weekly and monthly schedule changes for all team members.
* track vacation time and scheduling for team members
benefits
* salary 18,000
* guarantee commissions per 3 months 12,500
* grocery vouchers 2,000
* internet bonus 400
* medical insurance
* life insurance
* dental insurance
* benefits law