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Team Lead, Research

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Location: Bangalore, KA, India
Job ID: 1001606
Company: Ocwen APAC

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Job Description


Responsibilities:

• Monitor research response letters on Communication, Presentation, Process and Compliance Parameters.
• Analyze the Coaching / Training needs of the agents & support them in delivery.
• Provide Coaching & Feedback to enhance agent performance with specific focus on improving the written letter.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Analyze Audit data, Compliance, Communication & Process related data.
• Keep the agents updated on new process changes/updates, improvement initiatives.
• Conduct Compliance, Communication & Process Awareness sessions for new hires.
• Handle/Author update communications.
• Develop Action plans and report the improvement process in business reviews.
• Plan & run campaigns to drive Awareness/Improvements on Compliance, Communication & Process.
• Train and mentor junior communication coaches
• Willingness for occasional travel.


Key Skills:

• Technical knowledge of English communication – grammatical correctness, sentence construction, punctuation etc.
• Good written and verbal communication skills – should be able to write up and articulate complex cases concisely.
• Excellent English comprehension skills, with exposure to American English usage.
• Ability to train a large team to drive quantifiable improvements in customer responses.
• Presentation, Feedback & Coaching skills.
• Analytical ability, required to plan, execute and present the communication coaching plans
• Receptiveness to change.
• Customer Service Attitude.

Education:

• Graduate.

Experience:

• Should have 5 years experience handling international Clients in a third party setup.
• Should have experience training and coaching for one of the below roles for international clients:
o Customer Correspondence/Contact Center
o Grievance redressal
o Ombudsman

About Us


Company: Ocwen APAC


Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen’s mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put “Caring in Action” while growing your career.

Ocwen and its subsidiaries are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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