Call Center Supervisor

Summary:

This position encompasses the understanding of all processes involving Loss Draft Tracking. Must have strong verbal and written communication skills to respond to questions and requests from clients, staff, borrowers, contractors, adjustors, and agents quickly and accurately.

Essential Duties and Functions: include the following. Other duties may be assigned.

• Oversee multiple client teams for loss draft tracking
• Accept incoming phone calls
• Make outbound phone calls to follow up on claims
• Prepare and deliver call calibrations for multiple clients
• Attendance management
• Handle Escalated calls for multiple clients
• Initiate process improvements and report those to upper-level management
• Knowledge of multiple Client Requirements and Expectations
• Reporting of Call Metrics and Quality
• Managing workflow and adjusting for priorities
• Ensure Service Level Agreements are met
• Manage, coach and mentor staff
• Attendance/Quality/Production must meet or exceed PFI standards
• Pursues a course of personal, professional development

Competencies:

• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas, and exhibits willingness to try new things.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays, or unexpected events.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required:

• High School Diploma/GED
• 1 year leadership experience
• 2 years of Property claims experience
• Ability to read and analyze an adjuster’s report
• Computer knowledge required - Proficient in Windows based environment
• Microsoft Office Skills required (specifically Excel and Word)
• Strong analytical skills
• Strong negotiation skills
• Customer Service Skills required
• Strong communication skills both written/verbal
• Insurance/Mortgage Servicing knowledge
• Strong organizational skills/ Attention to detail
• Knowledge of all current clients and business rules
• Ability to prioritize workflow and work in a fast-paced environment
• Works well in a team environment
• Attendance/Quality/Production must meet or exceed PFI standards

Preferred:

• Associate or bachelor’s degree in a business or financial related discipline

Physical Requirements Necessary on a Regular Basis:

• Repetitive motion. Manual dexterity, arm, and upper body range of motion sufficient for use of a keyboard, mouse, and telephone 7-8 hours per day.
• Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
• Vision sufficient for use of a computer monitor.
• Sedentary position. Ability to sit at a desk 7-8 hours per day.
• Worker not exposed to adverse environmental conditions

Pay Ranges:

Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more. We offer competitive pay while still allowing for compensation growth within the position and company.

This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.

Job Type: Full-time

Pay: Up to $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Troy, MI 48098