Embark on a rewarding and challenging career as an Operations Supervisor with our dynamic team. You'll have the opportunity to make a significant impact by supporting key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.

As an Operations Supervisor within the Customer Assistance team, you will embark on a rewarding journey of managing and leading the daily operations of a Customer Assistance & Support Team in our Loss Mitigation Department. You will have the opportunity to oversee a team, ensuring that all team unit objectives and standards are consistently met. In this vital role, your flexibility and problem-solving skills will be put to good use as you help your team assist customers in resolving their questions and concerns. 

Job responsibilities:

Drive exceptional performance by effectively communicating clear directions and purpose Coach and develop staff to ensure all Business Objectives are met Ensure all work is processed within assigned service levels and meets Legal/Compliance requirements Partner with Leadership team to identify and implement process/procedural enhancements  Create and maintain open communication with employees as well as peers, Leadership team and other Lines of Businesses Ensure employee engagement and career development are effectively managed   Identify any gap in processes and recommend solution(s) to drive efficiency and effectiveness  Complete performance reviews, development plans and annual reviews for reporting staff on a timely basis  Ensure adherence to operating procedures, legal and compliance regulations and IT Policies to minimize risk  Resolve complex issues and exception items  Oversee department projects and introduce new procedures to the staff    

Required Qualifications, Capabilities, and Skills: 

Strong self-starter who can proactively engage a virtual, cross organizational/functional team Strong interpersonal skills such as influence management and analytical/problem solving Minimum of three years of call Center or other Customer Service Operations management experience.  Enhanced focus on customer service Responsible for being a culture carrier -- ensuring employee engagement and career development are effectively managed  Excellent verbal and written communication skills

Preferred Qualifications, Capabilities, and Skills: 

Working knowledge of the following systems: Microsoft office, MSP, Default Workflow, MBWS, Webstats, Kana.  Enhanced skills to be able to understand and comprehend mortgage business processes and be able to navigate through procedures independently. 

 

This role is located in Tempe AZ and does not offer any relocation assistance or immigration sponsorship.