HELOC Servicing Team Lead jobs in United States
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New American Funding · 10 hours ago

HELOC Servicing Team Lead

positionUNAVAILABLE, UNAVAILABLE, US
timeFull-time
remoteHybrid
seniorityMid Level
money$26/hr - $29/hr
date3+ years exp

New American Funding is a company specializing in mortgage servicing, and they are seeking a HELOC Servicing Team Lead. The role involves supervising a team of HELOC Specialists, providing training, handling customer escalations, and ensuring call center service levels are maintained.

Financial ServicesLendingMortgage

Responsibilities

Train New Hires on:
Phone System
Inbound calls
Outbound dialer (Welcome Calls, Early Delinquency, FEMA)
Email queue management
Troubleshooting
Identify and find solutions as problems come up
Communicate with appropriate parties
IT Help Desk
Phone Help Desk
Servicing Systems Support
Calls/Emails:
Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines
Coaching
Assist new hires with training in systems, learning applications and becoming familiar with available resources
Assist remote employees in Teams chat
Listen to recorded calls
Perform side-by-side monitoring
Reporting
Become proficient in reading reports
Pull and review reporting from Genesys and Reporting Services
Other duties may be assigned

Qualification

MSP softwareGenesys softwareCustomer serviceCall center experienceCoachingTroubleshootingEmail managementTeam collaboration

Required

High School diploma or equivalent
3-5 years' experience in a call center environment
Expertise in handling inbound calls with a customer service focus
Proficiency in outbound dialing for Welcome and other servicing campaigns
Expertise with MSP and Genesys call center software
Experience working with others onsite and remotely via Microsoft Teams or other similar applications

Company

New American Funding

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Glassdoor3.6
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New American Funding provides cutting-edge marketing and technology efforts allow us to compete with large banks.
dateFounded in 2003
location
Tustin, California, USA
people-size1001-5000 employees
web-link
https://www.newamericanfunding.com

Funding

Current Stage
Late Stage

Leadership Team

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Rick Arvielo
Co-Founder and CEO
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Jeff Farinich
SVP Technology and Chief Information Security Officer
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