Manager - Direct Lending Support Specialists - Work from home MI or Troy MI(REMOTE)

The Manager will be responsible for facilitating the distribution of outbound leads to the team, updating lead and/or campaigns, making outbound calls to targeted lending customers, and ensuring KPI goals are met. The Supervisor will also be responsible for acting as a Subject Matter Expert (SME). The ability to multi-task as well as readily shift priorities is essential for this position.

Lead Management/Customer Service

  • Manage lead and campaign files to ensure timely outreach and response.

  • Handle any lead or campaign level updates in Salesforce and communicate to floor if needed.

  • Respond to all agent support inquiries regarding leads including lead distribution, lead reassignment, and maintaining call lists.

  • Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to agents.

  • Handle all Direct Lending Support lead types, such as Consumer Portal, Credit Trigger, Cadence campaigns, Lenderful, CEC Queue, and inbound HELOC back up.

  • Provide customers with information and education about basic products and services to generate additional revenue and/or increase Flagstar’s value proposition to customer.

  • Create sales referrals that include detailed prospect and product information.

  • Transfer customers to licensed loan officers to answer questions and overcome customer objections in order to close sales opportunities.

  • Develop analytics to understand campaign, team member and team effectiveness.  Create reporting and analytics to report and analyze the effectiveness of transfers to LOs. 

  • Implement enhancements based on the analytical findings.

  • Meet and exceed customer satisfaction expectations.

Coaching

  • Provide agent performance feedback based on the quality scorecard, analytics and feedback received by Business Units, customer complaints, and escalate cases to Management.

  • Provide consistent processes and forums to share job knowledge and best practices with agents for their continued development.

  • Provide real-time and/or side-by-side coaching, live monitor calls, review recorded calls for continuous improvement of agent performance.

  • Maintain a positive work environment through motivation and visibility to agents. Perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls.

Operations and Analytics

  • Manage a range of non-phone activities for agents including huddles, completion of LMS courses, and special projects.

  • Increases employee efficiency by monitoring real time adherence and metrics in a multi-skill call center environment, through dashboards and WFM tool; communicating areas of concern to Management team and making real time adjustments to agent schedules.  

  • Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedures.

  • Management of employee performance reviews, disciplinary action, time off approval and organizational efficiency.

  • Utilize reporting and analytics to manage the team and the optimization of the resources and leads.

  • Develop analytical reporting or requirements to understand and manage the execution and results produced and influenced by this team.

Sales System Management Expertise

  • Develop or bring knowledge of Sales systems to maximize performance and optimize results.

  • Provide back up for business rule development and management for Lead Management optimization on the various Sales leads management platforms (i.e. salesforce.com and Velocify).

  • Utilize system knowledge and analytics to develop and maintain scheduling for Contact Center team and Loan Officer team utilizing Verint, NICE or other software.

  • Utilize Verint or other monitoring software (i.e. NICE) to monitor performance, pull calls.

  • Manage process and consistency for customer requests, DNC and customer complaints.

  • Develop and maintain up to date user guides.

  • Partner to work with vendors providing the sales systems and technology team to ideate, develop and implement best practices and new technologies.

  • Identify systemic and process opportunities to help drive or improve lead management, customer service and funded loans.

  • Load and manage marketing campaigns for Contact Center team outreach.

  • Perform additional responsibilities as assigned by management.

Assumptions

  • Manage the assumptions origination process and team members.

  • Manage the assumptions pipeline, customer communication.

  • Manage coordination with Operations and Servicing teams fulfilling Assumptions.

  • Develop and maintain up to date user guides.

  • Partner with Sales Support, Compliance and QA to ensure process management and improvement.

  • Ensure regulatory requirements and timelines are met.

  • Meet with QA team to review monthly results, develop process improvements or enhanced monitoring to address issues and implement improvements and self-monitoring.

  • Identify areas for process and system enhancements and implement improvements.

  • Manage audit process, findings and enhancements required.

  • Perform additional responsibilities as assigned by management or required by compliance and audit.

Job Requirements:

  • HS Diploma, GED or Foreign Equivalent

  • Bachelor’s Degree Preferred (Business Administration)

  • 5+ years call center experience with 3+ years leading a team.

  • 5+ years leadership experience.

  • 3+ years of experience sales support or sales analytics.

  • 2+ year of experience in the mortgage industry.

  • Sales system knowledge and experience. (i.e. Cisco, NICE, iEX, Velocify, salesforce.com)

  • Proven customer service skills and the ability to resolve problems while ensuring quality standards are met.

  • Exceptional analytical and problem solving skills and an ability to think quickly under pressure.

  • Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.

  • Demonstrated ability to lead, manage and motivate team members.

  • Excellent verbal and written communication skills and good telephone techniques. 

  • Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities.

  • Demonstrated ability to look for ways to improve and promote quality.

  • Demonstrated ability to maintain confidentiality using tact and diplomacy.

  • Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.

  • The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.

  • Ability and willingness to work the varying shifts including evenings and weekends.

  • Ensures compliance with applicable federal, state and local laws and regulations.  Completes all required compliance training.  Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures.  Takes responsibility to keep up to date with changing regulations and policies.

Required Experience

  • Call Center Management

  • Call Center Analytics

  • Mortgage or Financial services management

  • Sales system knowledge and experience (i.e. Cisco, NICE, iEX, Velocify, salesforce.com)

Internal Use Only - Job Band H-Hourly

Company
Flagstar Bank
Posted
01/01/2022
Type
Full time
Salary Range
$28,000.00 - 33,000.00
per Year
Salary range estimated by
Location
Troy, MI 48098, US
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