VP Call Center

About the Role

This leadership role oversees the Call Center staff in the Oklahoma office, managing a federal contract for the Home Equity Conversion Mortgage (HECM) for HUD. The leader ensures service and compliance standards are met, aligning with company policies, government regulations, and client commitments. Responsibilities include achieving productivity and quality metrics, driving department evolution through automation and process improvement, and managing a team of call center agents, leads, trainers, analysts, specialists, supervisors, and managers.

Responsibilities

• Collaborate with all company departments and leadership levels to align actions with Compu-Link’s goals.
• Communicate effectively with Senior Leadership, escalating critical incidents, client concerns, and policy changes.
• Report risk items, suspected Elder Abuse, or fraud to management and clients promptly.
• Train, coach, and provide regular performance feedback to employees.
• Delegate work to maintain response times and avoid bottlenecks.
• Partner with Workforce Management and QC teams to meet staffing levels and quality objectives.
• Assist in hiring, coaching, and disciplinary actions with HR & Recruiting.
• Recommend process improvements and ensure budget expectations are met.
• Assist in generating revenue opportunities and handle special projects as assigned.

Qualifications

• Some College; bachelor’s degree preferred.
• Minimum 10 years of call center or customer service leadership experience in the mortgage industry.
• Reverse Mortgage experience preferred.
• Experience managing in a remote/virtual environment.
• Direct experience building and developing high-performing teams.
• In-depth knowledge of regulations (FDCPA, TCPA, CFPB, Consumer Privacy Laws).
• Telephone/call center system experience.

Competencies

• Strong leadership, mentoring, and coaching skills.
• Ability to work independently and collaboratively in a remote environment.
• Superior time management and problem-solving skills.
• Exceptional verbal and written communication skills.
• Proficiency in MS Office, call center software, and loan servicing applications.
• Ability to adapt to a changing environment and take ownership of issues.

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• Paid Time Off – Vacation, Sick Leave, 11 Paid Holidays annually

Working Conditions

Work is performed in a professional office environment within a secure Federal Government contractor facility in Tulsa, Oklahoma. The role requires standing, walking, bending, reaching, and computer work. Successful completion of federal background checks and fingerprinting is mandatory. Relocation assistance is available for eligible candidates.

Note: This job description may evolve, and duties may change with or without notice.