Head of Contact Center Oversight

The Head of Contact Center Oversight will be responsible to support the Contact Center operations by working with the Risk & Experience and Data & Technology Teams to build consistent communications, generate oversight reporting, document processes, respond to audit inquires, and monitor IVR/Dialer performance. They will work with all departments of the Servicing Channel to establish the best Customer Care mortgage servicing platform in the industry. This person is an industry leader who must have solid experience, knowledge, and understanding of the consumer experience, regulatory landscape, and call center management. This position will report to the Vice President of Customer Care Operations.  

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Oversee the day-to-day performance of the Call Center operations to deliver elite customer-focused service while ensuring a diverse and authentic work culture / environment.  
• Act as the customer’s voice, championing change and improvements across the customer and team member experience. 
• Awareness and understanding of the internal and external competitive and regulatory landscape, including opportunities for growth, improving customer satisfaction, new industry developments and standards, opportunities for process improvements and workforce development. 
• Partner with Risk & Experience to write departmental procedures and ensure documented processes are followed, respond to audit requests pertaining to Contact Center initiatives, write notices to consumers for collections and customer service-centric items/responses, craft chatbot language and agent talking points, etc.. 
• Partner with Data & Technology to ensure oversight reporting and technology enhancements are in place to properly monitor agent performance, dialer effectiveness, monitor IVR pain points, identify agent errors, and measure borrower satisfaction. 
• Be a strategic, collaborative leader and manager who architects and implements enhancements in accordance with stated business goals to achieve positive results.
• Manages organizational risk and protects the assets of the organization.
• Monitors functional performance against goals for all aspects of servicing portfolio.
• Other projects and assignments as needed.   

QUALIFICATIONS AND EXPERIENCE:

• Proven experience in a similar Customer Care leadership position 
• Proficient in Microsoft Office  
• Experience with call center technology  
• Highly organized, reliable, and results-driven   
• Ability to hustle, willingness to learn, and adapt quickly to working in a fast-paced, fluid environment  
• Excellent communication skills both written and verbal
• Excellent conflict resolution and problem-solving skills  
• Excellent leadership skills to lead and motivate and develop the best Customer    Care team in the servicing industry
• Ability to engage with leadership and team to achieve goals and objectives  
• Ability to work independently and as a member of a high performing team  
• Commitment to excellence and extraordinary standards

NOT REQUIRED BUT NICE TO HAVE   

• Experience in Customer Care within the finance industry   
• Experience with Salesforce Financial Service Cloud 
• Experience with Salesforce Service Cloud Voice 
• Experience with Domo 
• Experience with LoanServ

SUPERVISORY RESPONSIBILITIES:

Direct Reports:  NA

Base Compensation Information