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Customer Service

Orlando, FL

Posted 6 days ago

Job Snapshot

Accounting - Finance
Admin - Clerical

Job Description


The Customer Service Manager of the Call Center directs operational personnel within the department consisting of customer service and all delinquency front-end buckets.


Develop, implement, and manage the work flow of all tasks required for the Customer Service and collections department.

Ensures high level of Customer Service and consistency across all call centers, which includes establishing and monitoring call quality requirements and performance.

Establish and drive customer satisfaction including handling customers issues, root cause analysis and problem resolution.

Managing collection letters and outbound scripts

Staffing and training

Performs a variety of tasks and analysis to control and maintain the lowest delinquency rates possible.

Provide leadership to ensure continuous development, education and training of the staff on all tasks required for compliant and efficient customer service and collections operations.

Ensure regulatory compliance with Federal, State, and Local laws and regulations regarding collection of debt, including FDCPA, ECOA and privacy laws.

Maintains departmental “key performance indicators" (KPI’s) and ensures all customer service and collection activity.

Develop reports and tools as required to monitor daily workflow and assure that each function is operating at peak performance levels in all areas.

Develop strategies or process changes which will mitigate losses.

Works closely with the dialer administrators to set strategy and implement dialer campaigns

All other duties as needed

Job Requirements


Superior understanding of standard operating concepts, practices, terminology, and procedures within a collections operation, or call center. Ability to analyze and interpret data. Ability to multi-task to ensure goals is exceeded.

Rely on extensive experience and judgment to plan and accomplish goals.

Customer service and team oriented.


High School Diploma required

Bachelor’s degree preferred

Six (+) years of experience in the mortgage or financial services industry.
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