Sr. Manager, Commercial Contact Center
Ladders · United States · 2 wk ago
RemoteRemoteBusiness Development$100k–$130k/yrFull-time
Responsibilities
- Lead operations for a high-volume commercial contact center handling 50,000 loans
- Develop and implement a multichannel communication strategy for borrowers
- Collaborate with leadership to enhance borrower experiences
- Drive service quality and operational efficiency across all communication channels
- Build and scale agile teams structured around investor and product needs
- Ensure compliance with regulations, SLAs, and investor requirements
- Oversee training and development for Loan Advisors and servicing teams
Qualifications
- Bachelor’s degree in a related field preferred
- 7+ years in commercial mortgage servicing or contact center operations
- 5+ years leading large teams in servicing environments
- Strong knowledge of borrower communication workflows and customer experience strategies
- Expertise in managing omnichannel communication setups
- Prioritize operational metric performance improvement
- Superior leadership and organizational capabilities
Benefits
- Paid Time Off (PTO)
- Medical, Dental & Vision insurance
- Employee Assistance Program
- Flexible Spending Account Health Savings Account
- Paid Holidays
- Company-paid Life Insurance
- Matching 401(k) Plan