Call Center Performance Coach - Customer Service

Overview:

Are you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry to join our team as a Call Center Performance Coach. The ideal candidate will enjoy working with clients both internal and external, be detail- oriented, and is driven to meet tight deadlines in a fast-paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.

• Assist the Training Department in creating and delivering job-specific, regulatory, and developmental training to assigned Call Center departments
• Collaborate with managers, supervisors, and the Training Department to develop and execute training programs in line with overall corporate strategic goals
• Coach employees upon hire; provide guidance and assistance to existing employees as needed
• Analyze assigned Call Center department (Customer Service, Collections, Loss Mitigation, or Bankruptcy) training needs to develop robust training programs
• Develop, design, and deliver training on Call Center-specific material for new hires and tenured associates
• Develop teaching aids (manuals, procedures, written exercises, and visual presentations) for call center representatives’ essential job functions
• Work proactively to determine opportunities for new training modules or to anticipate management’s training needs based on business objectives
• Communicate with managers and supervisors to understand concerns/issues related to staff and knowledge of all Call Center positions
• Collaborate with LoanCare Training Department to promote and ensure consistency between the two departments (e.g., update training manuals)
• Assist in nesting and shadowing new hire Call Center representatives post-training
• Work collaboratively with management on process development and improvement
• Prepare materials, logistics, and technology needs for on-the-job training, including assembly of position manuals, assisting with securing IT equipment/system access, etc.
• Facilitate call calibration and documentation training sessions
• Ensure that all employees complete training for compliance within government standards under management guidance
• All other duties as assigned

• High School Diploma or equivalent required
• Bachelor’s Degree or equivalent years of experience preferred; LoanCare experience a plus
• Knowledge of mortgage servicing systems, investor guidelines, and mortgage insurance guidelines preferred
• Excellent presentation skills and excellent verbal, written, and interpersonal communication skills; must have the ability to relate to employees at all levels of the organization
• Advanced knowledge of Microsoft Office, including but not limited to Word, Excel, Access, PowerPoint, Internet Explorer; ability to learn new systems rapidly
• Must be an inquisitive problem-solver with an analytical mindset
• Must be responsive and flexible, with an ability to adapt to frequently changing processes and procedures
• Must be well-organized with the ability to prioritize multiple functions and effectively meet deadlines
• Must have the ability to take and provide clear direction; excellent follow-up skills preferred
• Ability to travel to attend work-related meetings and training sessions

About Remote Employment 

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.   

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management – Manage one's own time and the time of others.
• Writing – Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity – Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension – Able to read and understand information and ideas presented in writing.
• Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering – Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision – Able to see details at close range (within a few feet of the observer).
• Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
• Oral Expression – Able to communicate information and ideas verbally so others will understand.
• Speech Recognition – Able to identify and understand the speech of another person.
• Speech Clarity – Able to speak clearly so others can understand you.

Work Conditions 

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Physical Demands

• Sitting up to 90% of the time
• Walking and standing up to 10% of the time
• Occasional lifting, stooping, kneeling, crouching, and reaching

Equal Employment Opportunity

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Who We Are

LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.