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Manager Customer Service (4268) in Chandler, AZ at Mr. Cooper

Date Posted: 12/10/2018

Job Snapshot

  • Employee Type:
  • Location:
    Chandler, AZ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!

Essential Job Functions

  • Responsible for the training, development and performance reviews of all employees within the Customer Service Call Center and Welcome Call groups.
  • Responsible for the leadership of the staff members of the Customer Service Call Center and Welcome Call group to promptly and effectively handle the daily operations.
  • Ensure that staff members are adhering to all government servicing and disclosure laws including Right to Privacy, ECOA and RESPA.
  • Track and report productivity of the units as required by management.
  • Ensure accurate and consistent records management.
  • Maintain strong customer confidence through a constant improvement process with staff.
  • Ensure that staff members understand the focus on customer retention when handling customer questions, concerns.
  • Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
  • Handle all escalated customer service issues to the satisfaction of all parties.
  • Manage and control costs and maintain adherence to cost center budgets. 
  • Maintain call volumes to meet goals set for department.

Education/Experience Requirements

  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • 2+ years of recent residential mortgage servicing experience as a team manager/supervisor.
  • Familiarity with call center operations
  • Experience with managing outsourcers to meet timelines and budgets
  • Experience with managing 3rd party mail providers
  • Comfort level with file transfer protocols (FTP) and file formats needed for the secure transmission of data

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Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

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