Propose solutions, processes, and team initiatives to enhance performance or solve business problems Oversee and facilitate swift resolution to client escalations – Urgency is keyĬonduct team meetings and team training on a recurring basisĬoordinate meetings and improvement plans with other departments to improve your overall customer performance Participate in client calls, client audits, and site visits (as needed) Manage performance decks, action plans, SOPs, and all other reporting needed Manage OT, shifts, and PTO to ensure consistent queue coverage daily, including evenings, weekends, and holidaysĭrive strong team engagement through recurring one-on-ones, team meetings, and offsite/onsite/virtual activitiesĬreate and implement employee developmemt plans to enhance cross-training, productivity, and qualityĪnalyze the pipeline on a daily basis and understand trends for improvement Identify areas of opportunity within the Quality Control team and pipeline to maximize daily completed units while still managing to client quality expectations.Īdapt to shifting division and department goals and, if necessary, swiftly implement change to exceed them. Collaborate daily, weekly, and monthly with all operational directors, managers, and supervisors to exceed daily revenue goals, reduce revision rates, and improve pipeline performance.The ability to quickly learn new skills, processes and procedures Superior skills with Microsoft Office, most notably Excel and Power Pointįollow through skills – extremely important to follow through and close the loop on all items outstanding Superior analytical skills to proactively identify trends and make independent, sound decisions for the businessĪbility to think outside the box and present solutions to problems identified Strong organizational skills and sense of urgency The ability to quickly learn new skills, processes and procedures. The ability to multitask in a fast paced environment, especially the ability to work in multiple systems at once. You will use your strong attention to detail and relationship skills to maintain the trust and confidence of our Clients A confident understanding of the mortgage services industry and strong customer service skills and mentalityĪ penchant for excellence.
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