Team Lead, Customer Care, Residential Servicing

at  CMLS Financial

TORONTO, ON OR CALGARY, AB

CMLS Financial is looking for a Team Lead, Customer Care to join our growing team.
The Team Lead, Customer Care, will work closely with the Manager, Customer Experience, and is responsible to provide operational and leadership excellence in the day-to-day management of the Calgary Customer Care Team. Join our incredibly professional, dynamic, and fun crew - and lead your team in the delivery of exceptional customer service to meet our customers’ everyday mortgage needs.

ROLES AND RESPONSIBILITIES:

• Lead our workforce management (i.e., manage scheduling, call/email/chat volumes, day to day work assignments, workload balance)
• Lead and coach a team of Customer Service Specialists in their day-to-day customer interactions. (Coach and guide, review QA results, live monitor, provide feedback, and support on-the-job/in-role training and development)
• Demonstrate professionalism, judgment, and integrity in daily operations
• Provide subject matter expert
• Manage and resolve customer concerns or escalations
• Work with the QA and Training Specialists to onboard and train new and existing employees, identify gaps in process, and seek continuous improvement opportunities

THIS ROLE IS FOR YOU IF YOU HAVE:

• 2+ years in residential mortgage servicing
• 1+ years proven leadership experience
• Post secondary degree or related work experience
• High proficient in MS Office and system applications
• Effective communication and collaboration skills
• Ability to lead others with authenticity and courage
• Excellent problem-solving skills
• Thrive in a team-oriented, fast-paced environment
• Strong organizational and time management skills, with the ability to manage multiple priorities
• Takes initiative and can work independently
• High attention to detail