Leader – Customer Experience

Leader – Customer Experience

Requirements

• Bachelor’s degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry.
• 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience.
• Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture
• Exceptional leadership skills, including team-building and emotional intelligence
• Demonstrated ability to motivate teams and to manage change effectively
• Strong interpersonal, negotiation, and conflict resolution skills
• Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences.
• Excellent planning and organizational abilities
• Experience managing and/or interacting with geographically distributed teams.
• Ability to organize and coordinate with stakeholders across multiple functions and geographic locations.
• Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence.
• Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery.
• Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations.
• Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets.
• Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office).
• Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations.

Responsibilities

• Collaborate with both internal and external teams to facilitate a seamless client experience.
• Foster a high-energy, client-centric operation based on accountability and engagement.
• Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner.
• One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met.
• Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved.
• Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness.
• Interviewing and selection of new employees.
• Train and lead staff in all departmental operations, processes, procedures, and requirements.
• Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders.
• Maintain a culture of continuous improvement and professional development.
• Provide operational agility, including cross-training and business continuity.
• Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts.

Preferred Qualifications

• Familiarity with MSP/BlackKnight and Sagent is a plus.
• Prior Lean Six Sigma training and/or experience is a plus.