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Team Lead, Home Retention

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Location: Saint Croix, VI, United States
Job ID: 1001467

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Job Description

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

  • Manage team of 10 to 15 Relationship Managers
  • Create, enhance and monitor monthly trending volume, handle times and key areas of performance through review and analysis of reporting
  • Conduct individual one on one meetings with all team members to ensure open communication, coaching and feedback opportunities are capitalized on, and reward and recognition opportunities occur on a regular basis.
  • Conduct team meetings which should include agendas, attendance, and post meeting minutes to ensure team members keep abreast of communications, policies and procedures changes and current performance focus initiatives.
  • Address performance issues with staff as needed, in accordance with call center counseling matrix and within established timelines.
  • Manage elevated customer concerns by working with team members and/or liaison with other business units; resolving through prompt and direct contact with the customer; including accurate and timely tracking through the Icasework application.
  • Review all PTO requests and business needs to ensure adequate staffing with WFM
  • Manage timecard approvals
  • Support overall Servicing Management objectives
  • Other duties and special projects as assigned


To perform this job successfully, an individual must have the following education and/or experience:

  • Bachelor’s degree is preferred and may be required
  • Minimum of 3 years experience preferred in the mortgage industry and at least 1 year experience as a team leader or SME or similar role.
  • Should have completed 18 months in the call center, with 6 months in CS and 6 months in CR or any combination of current and delinquent loan servicing adding up to 12 months is preferred.
  • Experience working in a result-oriented, fast-paced, rapidly changing environment that demands results
  • Knowledge of call center strategies/KPIs
  • Detail oriented, self-directed and organized individual
  • Strong leadership and outstanding motivational skills
  • No verbal or written disciplinary action in the last 6 months
  • Should have appraisal rating of “Fully Meets” or above in the last completed performance cycle
  • Ability to interact with multiple levels of management and work in a team environment
  • Minimum software or applications experience required/preferred
    • ( Ex. Proficient in Microsoft Office (Word, Excel and Outlook). Able to use Internet, and CRM’s such as Sales Force or other software programs.)

Work Schedule:

  • Shifts and Schedules varies depending on business need. Team Leader should be flexible.

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