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

• Lead and manage a Team of US Mortgage.

• Must have US Mortgage Experience

• Must have experience handling a Team

• Must Understand 4 C s

• Establish clear team goals aligned with departmental and company objectives

• Monitor team performance regularly, offering feedback and coaching to enhance individual and team effectiveness.

• Design and execute training programs to improve team members' skills.

• Conduct regular coaching sessions to address performance gaps and support ongoing skill development.

• Ensure daily operational efficiency of the customer service team.

• Manage queue operations to optimize response times and meet service level agreements (SLAs).

• Enforce quality assurance protocols to uphold high service standards.

• Perform audits and reviews to ensure compliance with company policies.

• Resolve escalated customer issues requiring advanced support beyond frontline representatives.

• Address customer complaints promptly and to their satisfaction.

• Collect and analyze customer feedback.

• Utilize feedback insights to improve service delivery and enhance customer satisfaction.

• Produce reports on team performance metrics such as response times, resolution rates, and customer satisfaction scores.

• Stay informed about advancements in customer service technologies and recommend upgrades to boost team efficiency.

• Uphold adherence to company policies, procedures, and regulatory requirements.

• Offer guidance and training to team members on matters related to compliance.