US Mortgage

4 weeks ago


Bangalore Division, India Saaki Argus & Averil Consulting Full time

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.


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