Call Center Team Leader

Team Leader, Collections The Home Retention Department mitigates losses for the company by providing specialized servicing efforts on delinquent loans.  This includes coaching and counseling customers on financial matters.  The department is also focused on balancing the needs of the customer while complying with investor and insurer guidelines.  Employees within the Home Retention Department assist customers in maintaining their home loans by arranging alternative solutions (including modification of loan terms) in order to deal with financial hardships.Primary Responsibilities Include:·  Monitoring and evaluating the job performance of Call-Center Representatives·  Developing employees through observation, constructive feedback and education·  Coaching employees to high performance for both productivity and quality-of-work objectives·  Auditing collection activities and analyzing seriously delinquent accounts to minimize loss and to determine proper course of action·  Handling escalated callsA Successful Candidate Will Have:·  A high-school diploma or GED·  Knowledge of mortgage banking, financial services or related industry·  5 years experience in collections, customer service or related field·  Excellent communication, comprehension, listening and negotiating skills·  Superior organizational, prioritization and time-management abilities·  PC proficiency in Word and Excel·  Ability to navigate Countrywide’s AS400 screens·  Experience motivating, training and evaluating employeesThe Ideal Candidate May Also Possess:·  Bachelor's degree in Business, Finance, Accounting or related field·  2+ years of supervisory experienceCountrywide is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE. M/F/D/V.Team Leader, Collections The Home Retention Department mitigates losses for the company by providing specialized servicing efforts on delinquent loans.  This includes coaching and counseling customers on financial matters.  The department is also focused on balancing the needs of the customer while complying with investor and insurer guidelines.  Employees within Home Retention Department assist customers in maintaining their home loans by arranging alternative solutions (including modification of loan terms) in order to deal with financial hardships.  Primary Responsibilities Include:·  Monitoring and evaluating the job performance of Call-Center Representatives·  Developing employees through observation, constructive feedback and education·  Coaching employees to high performance for both productivity and quality-of-work objectives·  Auditing collection activities and analyzing seriously delinquent accounts to minimize loss and to determine proper course of action·  Handling escalated calls  A Successful Candidate Will Have:·  A high-school diploma or GED·  Knowledge of mortgage banking, financial services or related industry·  5 years experience in collections, customer service or related field·  Excellent communication, comprehension, listening and negotiating skills·  Superior organizational, prioritization and time-management abilities·  PC proficiency in Word and Excel·  Ability to navigate Countrywide’s AS400 screens·  Experience motivating, training and evaluating employees  The Ideal Candidate May Also Possess:·  Bachelor's degree in Business, Finance, Accounting or related field·  2+ years of supervisory experience  Countrywide is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE. M/F/D/V.