Note: The job is a remote job and is open to candidates in USA. ServiceLink is a provider in the mortgage services industry. The Operations Team Lead, Field Services serves as a subject matter expert and point of contact, handles escalated communications, supports team standards and training, and conducts process and production audits to improve accuracy and efficiency.
Responsibilities
- Designated SME and point of contact for team and other departments both internal and external
- Handle escalated calls and/or emails to and from vendors, clients, third parties and internal departments
- Assist Management with setting the standards for team expectations and shared team goals
- Perform process and production audits
- Lead trainings with team members as needed
- SME for team members
- Manage and resolve client escalations
- Responsible for escalated calls
- Attend/participate in client calls as requested by Management
- Field escalated calls and emails from internal and external sources
- Assist with the creation of new procedures and training processes
- Making and receiving calls to and from vendors, clients, third parties and internal departments
- Conduct regular audits to provide necessary and productive feedback to team members and management
- Assistance with any bid processing functions as needed
- This role is NOT responsible for providing or communicating corrective action to staff
- Preform all other duties as assigned by management
Skills
- **Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future.**
- · Proven customer service/communication skills
- · Excellent verbal and written communication skills
- · SME for team members
- · Practical office experience
- · Proven customer service/communication skills, as this is a customer facing role
- · Must be able to use and have computer skills and be proficient in the Microsoft software products
- · Polished decision making and critical thinking skills
- · High School diploma or equivalent preferred
- · Mortgage Servicing, Default Servicing, Portfolio Management, National Real Estate Management, and/or Pre-Foreclosure knowledge/experience (Preferred)
- · Basic knowledge of mortgage terms. (Preferred)
- · Property Management, Construction, REO, and/or Property Insurance experience (Preferred)
- · Mortgage Servicing, Default Servicing, Portfolio Management, National Real Estate Management, and/or Pre-Foreclosure knowledge/experience (Preferred)
- · Contract Administration, Scope of Work/Service Line Agreement Compliance (Preferred)
Benefits
- Telecommute: Yes
Company Overview