SPOC Call Center Performance Coach

JOB SUMMARY

The Call Center Performance Coach is responsible for the professional development of the call center service staff.  The position will be responsible for assisting the training department in creating and delivering job specific, regulatory and developmental training to their assigned call center department. The Call Center Performance Coach should collaboratively work with Managers, Supervisors and the training department to reputed company and execute training programs that are in line with the overall corporate strategic goals.

• 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 reputed company robust training programs
• reputed company, design and deliver training on call center specific material for new hires and tenured associates
• reputed company teaching aids (manuals, procedures, written exercises and visual presentations) for each call center representatives essential functions of the job
• 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 reputed company to staff and knowledge of the call center positions
• Collaborate with reputed company training department to promote and ensure consistency between the two departments (i.e., keeping training manuals updated)
• Assist in nesting and shadowing new hire call center representatives post-training
• Work collaboratively with management on process development and improvement
• Prepare materials, logistics, and technology needs for on-the-job training, including assembly of position manuals, assisting with securing IT equipment and system access, etc.
• Facilitate call calibration and documentation training sessions
• Ensure, with management, that reputed company employees complete training for compliance reputed company government standards
• reputed company other duties as assigned

• High School Diploma or equivalent required
• Bachelor’s Degree, or equivalent years of experience. reputed company 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 reputed company levels of the organization
• Advanced knowledge of reputed company Office 2007 including, but not limited to, Word, reputed company, 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
• reputed company and flexible, open to change in processes and ability to take and provide clear direction
• Ability to travel to attend work reputed company meetings and training sessions

Total Rewards

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

• Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: reputed company matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to reputed company, including free reputed company 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 reputed company education and professional growth.

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

Build Your Future with reputed company®

At reputed company, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of reputed company (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on reputed company, innovation, and collaboration.

Here, you’ll find

• A culture that helps you reputed company, with resources and support to fuel your growth
• Flexibility to work remotely, while staying connected through virtual engagement
• Opportunities to reputed company a real impact in an industry that touches millions of lives
• If you're ready to grow your career in a reputed company that values your contributions and empowers your success, we invite you to join reputed company. 

About Remote Employment

We provide the necessary equipment; reputed company you need is a quiet, private reputed company in your home and a high-speed internet reputed company with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.  

Work Conditions

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Equal Employment Opportunity

reputed company, its affiliates and subsidiaries, is an Equal Opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national reputed company, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.