Customer Service Team Lead

Role: Customer Service Team Lead

Location: Cebu

Onsite Arrangement

Permanent Role

Job Overview

The Team Lead is expected to lead a team of analysts and senior analysts in the process function. The candidate should demonstrate a high degree of service when working with clients, process stakeholders and operations team members. The Team Lead will also field questions from his/her own team members regarding loan procedures.

Job Role & Responsibilities

Manage Team consisting of 12-20 residential mortgage resources from loan servicing

Monitor and send daily production emails with quality/production tips, current production challenges, plans to maintain Service Level Agreements, etc

Motivate and lead the team to success using recognition, team-building activities, and positive reinforcement set and manage production and quality expectations

Pipeline Management to ensure SLA metrics are met each day

Communicate and interact with the other managers, as well as the Quality Review and Performance

Handle team members One-on-One coaching sessions to identify and track improvement, hold daily/weekly huddles to discuss results from previous days, changes, etc

Function as a SME and lend assistance for questions and scenarios, ensure trends are provided to Unit Manager for the implementation of job aids, training tool updates, etc

Develop and implement a timeline to achieve targets

Train team members to maximize their potential

Empower team members with skills to improve their confidence, product knowledge, and communication skills

Conduct monthly performance reviews

Contribute to the growth of the company through a successful team

Qualifications & Experience

Post-Secondary Education or completion of post-secondary degree with a major in Business

Excellent written and oral communication skills

1-2 years of experience in a contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role

Experience in US Mortgage Default Servicing or Performing Servicing (preferred but not required), Banking/Lending, Finance, or Insurance

Good exposure to MS Office (Excel and PPT)

Confidence and skillful negotiating skills