BB&T Suntrust Now Truist Mortgage Servicing Team Manager in Richmond, Virginia
Req ID: W470735
Directly supervises the day-to-day activities of 25-35 Client Contact Center Representatives. Provides direction, leadership and motivation to the representatives on the team to ensure all quality, expense and sales/referral goals are achieved; motivates and leads the team to ensure that all goals are met or exceeded and that high level relationships are built with customers. Utilizes a variety of monitoring tools to ensure all performance standards are being achieved. Also responsible for guiding the professional development of team members and for employee retention. Prepares performance reviews and conducts interviews. Will be responsible for handling 2nd tier escalated calls from clients and resolving issues identified. Have authority to issue memo credits and re-open check cards to resolve client issues. Typically involves 36,000 customer contacts each month or 11,000 sales contacts per month. Distinguished by additional center responsibilities for example, act as mentor for new team managers, act as point person/go to/back up person in center manager's absence. Responsible for helping the Client Contact Centers achieve their loan and deposit production goals. Responsible for ensuring that all business transactions and practices in the individual's span of control comply with all regulations and the Company Code of Conduct. Qualifications
* 3+ years supervisory experience. Preferred Requirements:
* Prior banking experience/call center experience.
Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.
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