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Shellpoint Mortgage Servicing - Coppell, TX
posted about 2 months ago
About the position
The Team Lead Performing Loan Servicing at Shellpoint Mortgage Servicing is a key role responsible for overseeing a team in a call center environment, managing inquiries, resolving issues, and ensuring high-quality service delivery. This position also involves training new hires, mentoring junior team members, and handling escalated calls. The Team Lead plays a crucial role in maintaining team performance metrics and supporting management with special projects.
Responsibilities
- Answer inquiries and resolve problems in a call center environment.
- Fulfill consumer requests and clarify desired information.
- Assist in the acclimation and training of new hires.
- Handle second talk offs or supervisor calls.
- Conduct coaching and feedback sessions with associates.
- Perform random sample audits of account records for the audit department.
- Complete transactions such as entering payments and complaints as needed.
- Maintain daily team and individual goals and send daily reports on team numbers.
- Mentor junior team members and assist with inbound/outbound calls when needed.
- Perform additional projects and duties as assigned by the supervisor.
Requirements
- High school diploma or equivalent required.
- 6+ years of progressive customer service/collections experience required.
- 1-2 years of mortgage experience preferred.
- Familiarity with tracking databases and internet navigation.
- Excellent work ethic and high productivity.
- Superior verbal communication and negotiation skills.
- Detail-oriented, analytical, and extremely organized.
- Ability to work individually with minimal supervision.
- Computer proficient with various MS Office applications.
Nice-to-haves
- Familiarity with loan terminology, rights, and processes preferred.
- Flexibility concerning job functions and scheduling.
- Ability to identify process gaps and trends.
Benefits
- Health savings account
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- Flexible spending account
- Matching gift program
- Paid time off
- Employee assistance program
- Vision insurance
- 401(k) matching
- Volunteer time off
- Opportunities for advancement
- Pet insurance
