Team Lead – Escalations

Summary

The Team Lead, Escalations is responsible for handling escalation calls, assisting with managing reports, assisting with managing daily metrics and attend meetings, when needed. This position assists managing escalation specialists to ensure they adhere to policies and procedures set forth.

Essential Job Functions:

• Oversee work of approximately 10-12 Escalation Specialists.
• Assist Escalations specialists with daily calls/emails when there is an influx of daily volume and assist with special projects, as needed.
• Communicate with Escalation Team Leadership
• Evaluate training needs and schedule accordingly to ensure staff is knowledgeable in policy/procedures.
• Assist staff in meeting production goals.
• Maintain regularand punctualattendance.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

Assists with the management of staff and supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include supporting the direct manager with the interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• 3+ years’ experience in call center environment, customer service skills and mortgage industry experience.
• Knowledge of pertinent federal, state and local codes, laws and regulations.
• Demonstrated knowledge of production metrics (Availability/Adherence).
• Demonstrated communication, telephone and organizational skills.
• Strong knowledge of FHA and Conventional mortgage programs.

Education and/or Experience:

Associate's degree (A. A.) or equivalent from two-year College or Technical School; 3+ years related experience and/or training, preferred.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public, preferred

Mathematical Skills:

None Required

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

None required

Physical Demands:

The 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 frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Employment Opportunity

The Company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The Company may change the specific job duties with or without prior notice based on the needs of the organization.