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Client Management - QC Coordinator

City: Ewing
State/Territory: US-NJ

Description

Who is Cenlar?

 

You are.

 

Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Client Management Quality Control Coordinator.

 

Responsibilities:

  • Support the Client Management department in its entire capacity.

  • Work in conjunction with Customer Service Communications Coordinator to ensure staff is current and comprehends any new information and scripting is in place.

  • Act as liaison between client and Quality Coordinator Service Leader; provide feedback, reporting and attend quality meetings.

  • Participate in performance activities and training of staff:

    • Work in conjunction with supervisors/manager:

      • On individual performance plans for each Client Management email and phone representative.

      • Review issues identified during quality control process, for training and coaching opportunities.

      • Act as direct back-up with regard to email responses, escalated client requests and client assistance calls to meet departmental and company goals.

    • Educate representatives on how to fully address clients’ wants and needs, as well as the ability to recognize what is not being communicated.

    • Participate in daily huddles and monthly staff meetings.

    • Perform side-by-side and quality monitoring (5 emails per specialist/5 calls per representative and all escalated Voice of the Client requests on a weekly basis; complete evaluations document improvements and present results to specialists/representatives.

    • Ensure administrators/representatives adhere to quality expectations; track results on quality matrix.

    • Responsible for first contact resolution metrics and quality monitoring.

    • Facilitate quality programs, including quality club, employee of the month, motivational campaigns, etc.

    • Participate in the new hire/interview process.

    • Develop and facilitate quarterly refresher training classes.

    • Perform quarterly desk audits.

  • Attend client meetings on-site and via conference calls.

  • Complete root-cause analysis on all correspondence received in department.

  • Handle review of emails to ensure thorough, timely and content quality of responses and inbound/outbound phone correspondence for content quality.

  • Develop and maintain policies and procedures for department; maintain procedure manual (hard copy and on-line).

  • Other duties and projects as assigned.

                                                                                                                

Qualifications:        

  • College degree preferred

  • 3 - 5 years customer service, mortgage banking, or financial institution experience at a supervisory or management level preferred; demonstrated leadership qualities

  • 3 – 5 years of experience in a progressive call center environment

  • Ability to facilitate training materials

  • Solution oriented

  • Excellent customer service skills

  • Excellent written and verbal communication and interpersonal skills

  • Excellent problem resolution and organizational skills

  • Possess a professional and positive attitude

  • Flexible and dependable

 

Total Rewards:

Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO .

 

Visit www.cenlar.com for more details.

 

Please apply online .



 


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