SPOC Call Center Performance Coach

Responsibilities

• Coach employees upon hire; provide guidance and assistance to existing employees as needed
• Analyze assigned call center (Customer Service, Collections, Loss Mitigation or Bankruptcy) training needs, to develop robust training programs
• Develop, design and deliver training on call center specific material for new hires and tenured associates
• Create teaching aids (manuals, procedures, written exercises and visual presentations) for each call center representative's essential functions
• Work proactively to determine opportunities for new training modules or to anticipate management’s training needs based on business objectives
• Communicate with Managers and Supervisors to understand concerns/issues related to staff and knowledge of the call center positions
• Collaborate with LoanCare training department to promote and ensure consistency between the two departments (i.e., keeping training manuals updated)
• Absorb and shadow new hire call center representatives post-training
• Collaborate with management on process development and improvement
• Prepare materials, logistics, and technology needs for on-the-job training, including assembly of position manuals, securing IT equipment and system access, etc.
• Facilitate call calibration and documentation training sessions
• Ensure, with management, that all employees complete training for compliance within government standards

Qualifications

• High School Diploma or equivalent required
• Bachelor’s Degree, or equivalent years of experience. LoanCare experience a plus
• Knowledge of mortgage servicing systems, investor guidelines, and mortgage insurance guidelines preferred
• Excellent communication, both written and oral, presentation skills, and interpersonal skills, including the ability to relate to employees at all levels of the organization
• Advanced knowledge of Microsoft Office 2007 including, but not limited to, Word, Excel, Access, PowerPoint, Internet Explorer, and ability to learn new systems rapidly
• Possess the ability to successfully prioritize multi-functions and meet deadlines
• Inquisitive, problem-solver, analytical mind-set, organization skills, and excellent follow-up skills are preferred
• Responsive and flexible, open to change in processes and ability to take and provide clear direction
• The ability to travel to attend work related meetings and training sessions

Benefits

Total Rewards LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Compensation

Compensation Range: $20.43-$34.28 per hour. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.