US Mortgage - Team Leader

About our client

Our client is one of the leading global digital services and solutions provider.

Experience: 4+ years

*Team handling experience is must*

Roles & Responsibilities

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• Lead and manage a Team of US Mortgage.
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• Must have US Mortgage Experience
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• Must have experience handling a Team
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• Must Understand 4 C s
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• Establish clear team goals aligned with departmental and company objectives
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• Monitor team performance regularly, offering feedback and coaching to enhance individual and team effectiveness.
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• Design and execute training programs to improve team members' skills.
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• Conduct regular coaching sessions to address performance gaps and support ongoing skill development.
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• Ensure daily operational efficiency of the customer service team.
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• Manage queue operations to optimize response times and meet service level agreements (SLAs).
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• Enforce quality assurance protocols to uphold high service standards.
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• Perform audits and reviews to ensure compliance with company policies.
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• Resolve escalated customer issues requiring advanced support beyond frontline representatives.
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• Address customer complaints promptly and to their satisfaction.
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• Collect and analyze customer feedback.
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• Utilize feedback insights to improve service delivery and enhance customer satisfaction.
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• Produce reports on team performance metrics such as response times, resolution rates, and customer satisfaction scores.
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• Stay informed about advancements in customer service technologies and recommend upgrades to boost team efficiency.
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• Uphold adherence to company policies, procedures, and regulatory requirements.
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• Offer guidance and training to team members on matters related to compliance.
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