Customer Service Manager

Utah Housing Corporation (UHC) , the state’s Housing Finance Agency (HFA), was created in 1975 by the Legislature as an independent public corporation, and is a financially independent body. UHC assists low and moderate income families with housing, with its mission of Serving Utah’s housing needs through finance and innovation . UHC’s employees are passionate about that mission.

We are seeking an experienced, self-directed individual for our Customer Service Manager position. This individual will have a genuine interest in working with and helping customers, great communication skills, and the ability to supervise and motivate staff in a team. Successful candidate will review, monitor and direct all customer service activities. Priorities include coaching, developing, attendance tracking, training and motivation of Customer Service associates with the objective of providing a best in class customer satisfaction experience for our homeowners.

Employees of Utah Housing are provided with comprehensive benefits, including Medical, Dental and Vision plans, and 401(k). Employees also receive paid time off and paid holidays.

Essential Functions:

• Directly supervise, train and develop staff in utilizing customer service skills and competencies to decrease hold times, and handle all calls professionally while resolving issues in one phone call.
• Discuss and review customer call activity results regularly with staff to ensure consistent practices in accordance with investor guidelines and state and federal laws.
• Identify process improvements and procedural challenges, recommending appropriate solutions.
• Complete performance reviews.
• Continually evaluate and enhance workflow to implement best practices.
• Implement new approaches and concepts to ensure objectives are obtained.
• Reduce costs and increase staff’s motivation and satisfaction.
• Maintain a comprehensive working knowledge of all systems, policies and procedures.
• Document employee activity including attendance, training and other employee-related issues.
• Closely monitor customer service associates specific job performances relating to payment posting, hazard insurance, payoffs and post payoff activities, new loan audits and various other staff responsibilities.
• Continually elevate and enhance workflow to implement best practices.
• Monitor and resolve all escalated customer issues before they become a complaint.
• Compile and analyze statistical data relative to performance quality and productivity.

Requirements:

• Bachelor’s degree strongly preferred; equivalent combination of education and experience may be substituted in lieu of degree.
• 5 years customer service or mortgage experience strongly preferred.
• 3 to 5 years management/supervisory experience.
• Excellent communication and negotiation skills a must.
• Excellent organizational and time management skills.
• Demonstrated leadership and management skills, including training and mentoring skills to coach the staff.
• Mortgage industry knowledge preferred.
• Strong PC skills including Microsoft Office.
• Ability to maintain confidentiality.
• Bilingual Spanish speaker a plus.