24 days old

Senior Manager- Lead Management

NewRez LLC
Fort Washington, PA 19034
  • Job Code
Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.
We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Primary Function

The Senior Manager, Lead Management will manage Business Telecom strategy for the mortgage loan origination channel ensuring Call Center efficiency. Manage call center reporting for lead performance, Agent/Team performance, and overall Call Center(s) performance. Translate business requirements into process and technology improvements ensuring the systems are user friendly and continually adapted to departmental use. The Senior Manager will analyze the business need, manage the existing solutions through configuration and user setups to facilitate a successful implementation of each system.

Principal Duties

  • Business responsibility for directing and managing Telecom infrastructure and resources, Toll Free Number set-up and tracking, call center lead routing strategies including but not limited to call center phone, Outbound iLeads and CHAT
  • In production, technology and production awareness and troubleshooting, IVR management, emergency lead routing and capacity management support:
    • Includes set-up / tear-down of call center sites focusing on required changes in lead routing, processes, skill, Agent, VDN prioritization and set-up
    • New campaign set-up end to end
  • Design process and tracking for all queues including routing specialization based on lead type Manage and maintain the administration of our various CRM systems and our contact Center Platform for the organization
  • Obtain a deep understanding of each solution to best manage the workflows.
  • Work with the business and IT to rapidly deliver the best designed solutions and enhancements within each platform as prioritized by the company's strategic and productivity goals.
  • Perform data collection and analysis needed most efficiently route and present leads to Mortgage Consultants.
  • Write use cases, specifications, business requirements and test conditions along with needed process flows and works the stakeholders to reach approval.
  • Performs additional projects and duties as assigned by supervisor.

Education and Experience Requirements
  • Bachelor's degree or equivalent preferred
  • Project Management experience a plus
  • 5+ years' experience in mortgage or in supporting mortgage originator; or relevant experience in similar or related field.
  • Must have working knowledge of following:
    • CRM Management
    • CRM Analytics
    • Dialer Management
    • Dialer Analytics
    • Lead Routing
    • Workforce Management Creation and Implementation

Knowledge, Skill and Ability Requirements

  • Basic understanding of mortgage origination and systems involved in all assignments.
  • Salesforce experience required.
  • Five9 experience a plus
  • Works well in a fast-paced team environment and manage/drive multiple requests to successful completion in a prompt and professional manner while communicating issue/status to appropriate stakeholders.
  • Proven track record of delivering documents/requests/changes combined with the ability to be proactive in identifying opportunities for the process and systems changes along with requirements traceability.
  • Ability to effectively lead/manage/drive requirement/request meetings, across various business units, with minimal management oversight.
  • Ability to clearly articulate, effectively author and present complex requirement documents, including the benefit analysis, both verbally and written
  • Ability to act as effective liaison between/among business departments and IT.
  • Ability to participate in user acceptance testing and provide training on the new feature/process.
  • Ability to multi-task and adapt to shifting priorities, demands and tight timelines using analytical and problem-solving skills.
  • Proven ability in authoring and analyzing 'Process Flow' diagrams - knowledge and experience working in Blue Works is a plus
  • Enjoy learning and working in a challenging/changing environment.

Company Perks :
15 Paid Time Off (PTO) days and 18 after 1st anniversary!
8 Paid Holidays
Casual Workplace
Employee Engagement Activities

Company Benefits :
Medical (including Health Savings Account & Flexible Savings Account)
Dental - RX - Vision - Life, Disability Insurance - 401(k) Plan with company match! - Employee Assistance Plan
Pet Insurance!

Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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Posted: 2021-03-26 Expires: 2021-04-24
Sponsored by:
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Sponsored by:
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Senior Manager- Lead Management

NewRez LLC
Fort Washington, PA 19034

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