Loss Mitigation Solicitor Supervisor, Florence SC

 
Assist customer service agents with loan level inquiries and general customer issues.
Take escalated calls from mortgagors as appropriate
Observe the queue and monitor agent availability to service calls
Coach agents to effectively answer questions and assist customers.
Interface with other departments to address escalated issues.
Administer certain issues for phone staff - counseling employees, approving time cards, scheduling vacation and time off and monitoring attendance.
Conduct on-going evaluation of the switchboard functionality, menus, technology, staffing and overall planning for this area.
Handle escalated customer issues that result in face to face meetings. Act as the facilitator to resolve these clients' issues. Be the point of contact for all customers who come to Chase in person.
Monitor the work process of all tasks that are worked in the call center. Develop processes, reporting, work flow and feedback mechanisms to ensure tasks are current and resolved as appropriate.
Design new and innovative processes to make the call center more efficient.
Demonstrate professional behavior and teamwork, is punctual, dependable and adheres to company policies and procedures.
Accept other duties as assigned.