Customer Services Representative Team Lead

Job Title:
Customer Services Representative Team Lead

Location:
CA - Irvine

What you'll do:
As a Customer Service Representative Team Lead you'll assist the Customer Service Manager with a team Customer Service Representatives (CSRs). You'll lead the CSRs and help meet their goals.

• Accountable for dialing and transferring calls and loading leads into Velocify (CRM). Assist with various functions including but not limited to reports management and daily management of the team, such as answering team member questions.
• Assist with training of new hires. Provide feedback during the Performance Evaluation process. Provide Team support by encouraging, motivating and assisting Team members in accomplishing daily dial and transfer goals.
• Maintain Team motivation by overseeing daily contests from dials and transfer counts.
• Provide coverage, leadership and direction to the CSR Team when Customer Service Manager is not available and/or absent and performs any additional tasks/functions as requested.

What you'll need:

• 2+ years of related experience in Customer Service Call Center or similar field.
• High school diploma required;
  Bachelor's degree in related field preferred.
• Entry level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending; including sales, operations, capital markets and/or other residential mortgage products and services.
• Entry level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate computer skills including Encompass (LOS), Velocify (CRM) and MS Office products.
• Intermediate experience as a Customer Service Call Center Team Lead in a mortgage company or financial services institution.
• Intermediate speaking and writing communication skills.

Compensation:
Hourly range for new hires is generally $28.80 for Southern California. Salary amount is determined by specific job location.

Benefits you'll love:

We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Ameri Home Mortgage is a Western Alliance Bank company. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank;
Member FDIC.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email  or call .

When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

© Western Alliance Bancorporation