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:

A hiring company that offers alternative approaches to pay, performance bonuses, and/or equity in the firm is very attractive to you. You're generally less interested in working for an organization offering only traditional, salary-based compensation, one with limited opportunity to acquire equity in the firm, or one that does not actively promote skill development. In addition, you are more likely to choose a company that offers a variety of internal career options, with defined career paths. You view the learning of new skills and development of your expertise as key to your career advancement. These aspects of an organization may become even more important to you as you progress in your field, and are especially critical if you change career or occupation.

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: