Mortgage Work Values

Daily Duties at Mortgage:

Managed a staff of 150-200 employees and oversaw recruiting, training, evaluations, absence tracking, discipline, and terminations. Successfully coached and developed staff on organization, individual goals, and areas for improvement. Monitored quality of calls, processed monthly calibrations, and coached staff on delivery improvements. Processed and completed monthly incentives for staff. Developed Q&A, call volume and qualitative call system procedures and significantly increased level of customer service. Handled escalated calls when necessary and resolved client issues and concerns. Problem solver with employees. Resolved issue on positive manner. Responsible for all Interviewing, Hiring, Training, Coaching and Developing Teams. Including, Terminations, Discipline and Absence Tracking. Handled all escalated calls from clients, customers and business. Required to manage and or improve ASA, Time Answered, Call Waiting, First Call Resolution. Ensure key performance metrics, including call center statistics, response times, order accuracy, ecommerce utilization, and customer satisfaction measures are defined and achieved. Monitor and manage key account relationships and collaborate with sales and marketing to maximize revenues and customer loyalty. Establish global customer service policies, processes and standards across European, Asian and North American customer service centers. Establish Customer Outreach Programs to maximize strong customer service and satisfaction. Mature and seasoned senior manager with well developed inter-personal, customer communication, problem-solving and leadership skills comfortable presenting to executives as well as front-line staff

What they like about Mortgage:

Working for a company with an emphasis on social values and helping society is a clear and important priority for you - a critical factor in who you choose to work for. In contrast to other factors, you place an organization's reputation for fairness and concern for the community above most other aspects of the company. As you search for a new job opportunity, it is usually possible to find out if the company is involved in the community and/or if it is addressing problems and issues in society. Pay special attention to non-profit organizations and those specifically involved in social action. Moreover, speaking with current and former employees should enlighten you to perceptions of the fairness of the company's leaders and the treatment of employees.

Tags

Client Services, Call Center Manager, Call Center Supervisor, Operations Manager, Customer Service, Finance Manager

Skills

P&L responsibilities, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , MS Word, Outlook, Center Vu, IntelliCenter, Perform well under high-stress situations

These are some of the questions we asked our climbers about their experiences with Mortgage: