CSR Team Lead

Description

At our organization, we are dedicated to improving lives and strengthening Idaho communities. We believe that housing opportunities, self-sufficiency, and economic development are the pillars of progress. Our commitment to our team is unwavering, and we consider our employees our greatest priority. We offer competitive compensation packages, comprehensive health benefits, and abundant opportunities for professional development and growth.

It's no wonder we have been recognized as one of the "Best Places to Work" in Idaho for a decade. Join us and be part of a vibrant, entrepreneurial organization that makes a meaningful impact on the lives of Idahoans. We have a great human resources team so come join our team.

Coaching  & Development

• Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience.
• Walks the floor when in the office – participates in Microsoft Teams to answer questions from team, handles escalation calls and monitors queue performance
• Listens to individual calls and provides ongoing feedback/coaching during weekly one on one. 
• Facilitates discussions on weekly/monthly achievement levels of goals to ensure improvement and efficient productivity is achieved.
• Assists supervisor with performance reviews.
• Gives feedback on training to management.

Performance Management

• Helps the Supervisor set performance goals and objectives.
• Pulls weekly or monthly reports.
• Helps supervisor with monthly huddles/runs monthly huddles.
• Ability to step-in as acting supervisor.

Administrative

• Communicates policy updates and company information through team meetings/huddles.
• Documents all coaching/development sessions in a timely manner.
• Interacts with cross-functional support groups to manage day-to-day operations.
• Monitor and coach through Microsoft teams.

Other Responsibilities

• Handles escalated customer issues and works directly with customers to facilitate problem resolution in a timely and efficient manner, instead of transferring to supervisor/manager.
• Other similar and/or related duties as assigned per business needs.
• Handles minor IT issues to CSR’s working remotely

May perform other additional duties and responsibilities as assigned.

Requirements

• Bilingual Preferred 
• Minimum  1-year experience in leadership role preferred, preferably in call center capacity.
• Demonstrated leadership skills to effectively develop, lead, inspire and motivate a high performing team.
• Knowledge of mortgage servicing, escrow procedures and basic RESPA guidelines.
• Ability to work a flexible schedule to meet the needs of the business and performance requirements.