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Company: Bayview Asset Management
Location: Tucson
Posted on: May 5, 2021

Job Description:

The incumbent will be responsible for oversight of the team's production and compliance by managing frontline agents, as assigned, within a blended Customer Service and Collections call center environment. The Customer Relations Supervisor will coach, mentor, and motivate customer relations staff on performance including HR related discussionsEssential DUTIES AND RESPONSIBILITIES: * Responsibilities include, but are not limited to ensuring monthly team production goals/Key Performance Indicators are met such as Cure Rate, Auto Payment Setups, Compliance, Quality, Customer Satisfaction, Employee Satisfaction, Handling Time, Schedule Adherence, etc.* Supervisor and manage a team of Customer Relations agents.* Keep track of HR records, process them accordingly, including delivering them.* Manage direct reports' timecards, attendance and time-off requests.* Review internal and external audit findings, research and assist with the formal responses and the development of action plans to address any opportunities identified.* Analyze accounts, reports and trends (customer and agent) to identify root cause analysis, improvement opportunities and proactive strategies.* Follow up on help desk tickets and requests to ensure timely completion.* Facilitate weekly team meetings and regular one-on-one meetings with staff to ensure that there is clear and consistent communication between all levels.* Appraise employee performance, recommending increase/promotions or other changes in status.* Develop, support and promote departmental games, incentives and contests.* Assists with the interviewing, hiring, and training of Frontline staff.* Other duties as identified or required.SKILLS/KNOWLEDGE/ABILITIES:Required:* Strong interpersonal, communications, organizational and presentation skills required* Multitasking and follow up skills* Excellent phone etiquette* Attention to detail and strong analytical skills* Ability to communicate effectively with internal and external customers* Ability to express empathy and exhibit patience* Ability to create and manage expectations* Ability to identify risks* Understanding of mortgage servicing* Working knowledge of MSP and Servicing Director* Ability to work in a highly paced and dynamic environment* Must be able to connect to the internet via direct connection / Ethernet Connection (not Wifi)* Must have a dedicated workspace to ensure privacy so the customer information is protected * Must have internet connection with a minimum download speed of 50 Mbps and an minimum upload speed of 10 MbpsNote: If on a shared internet, the connection must be prioritized, as the preferred connection is a dedicated connection for work only.EDUCATION and EXPERIENCE: * High School Diploma with at least two years prior experience in customer service and/or collections required, College Degree Preferred* Fluency in Spanish preferred.Position Type Full-Time/RegularCertifications, Licenses, and/or Registration No requirements or preferences. Physical Demands and Work EnvironmentThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.EEOCBayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Keywords: Bayview Asset Management, Tucson , CUSTOMER RELATIONS SUPV, Other , Tucson, Arizona

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