Call Center Performance Coach - Collections Department Location Virginia Beach, VA (North Central area) : Overview: The Call Center Performance Coach is responsible for the professional development of the call center service staff. The position will be responsible for assisting the training department in creating and delivering job specific, regulatory and developmental training to their assigned call center department. The Call Center Performance Coach should collaboratively work with Managers, Supervisors and the training department to develop and execute training programs that are in line with the overall corporate strategic goals. Responsibilities: Coach employees upon hire; provide guidance and assistance to existing employees as needed Analyze assigned call center (Customer Service, Collections, Loss Mitigation or Bankruptcy) training needs, to develop robust training programs Develop, design and deliver training on call center specific material for new hires and tenured associates Develop teaching aids (manuals, procedures, written exercises and visual presentations) for each call center representatives essential functions of the job Work proactively to determine opportunities for new training modules or to anticipate management's training needs based on business objectives Communicate with Managers and Supervisors to understand concerns/issues related to staff and knowledge of the call center positions Collaborate with LoanCare training department to promote and ensure consistency between the two departments (i.e., keeping training manuals updated) Assist in nesting and shadowing new hire call center representatives post-training Work collaboratively with management on process development and improvement Prepare materials, logistics, and technology needs for on-the-job training, including assembly of position manuals, assisting with securing IT equipment and system access, etc. Facilitate call calibration and documentation training sessions Ensure, with management, that all employees complete training for compliance within government standards All other duties as assigned Qualifications: High School Diploma or equivalent required Bachelor's Degree, or equivalent years of experience. LoanCare experience a plus Knowledge of mortgage servicing systems, investor guidelines, and mortgage insurance guidelines preferred Excellent communication, both written and oral, presentation skills, and interpersonal skills, including the ability to relate to employees at all levels of the organization Advanced knowledge of Microsoft Office 2007 including, but not limited to, Word, Excel, Access, PowerPoint, Internet Explorer, and ability to learn new systems rapidly Possess the ability to successfully prioritize multi-functions and meet deadlines Inquisitive, problem-solver, analytical mind-set, organization skills, and excellent follow-up skills are preferred Responsive and flexible, open to change in processes and ability to take and provide clear direction Ability to travel to attend work related meetings and training sessions Who We Are LoanCare is a top national provider in mortgage loan subservicing. The Company has been servicing loans for over 30 years and are known for superior customer support and digital innovation. Over $300 billion in asset value is managed by the team. LoanCare is part of Fidelity National Financial (NYSE: FNF), a leading provider of title insurance and transaction services to the real estate and mortgage industries. ESSENTIAL FUNCTIONS Basic job duties an employee must be able to perform with, or without, reasonable accommodation. Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension — Understanding written sentences and paragraphs in work related documents. English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Speaking — Talking to others to convey information effectively. Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Instructing — Teaching others how to do something. Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one. Time Management — Managing one's own time and the time of others. Writing — Communicating effectively in writing as appropriate for the needs of the audience. Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Written Comprehension — The ability to read and understand information and ideas presented in writing. Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Near Vision — The ability to see details at close range (within a few feet of the observer). Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression — The ability to communicate information and ideas in speaking so others will understand. Speech Recognition — The ability to identify and understand the speech of another person. Speech Clarity — The ability to speak clearly so others can understand you. WORK CONDITIONS Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late, or weekend hours as needed for successful job performance. Overtime required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. PHYSICAL DEMANDS Sitting up to 90% of time Walking and standing up to 10% of time Occasional lifting, stooping, kneeling, crouching, and reaching. EQUAL EMPLOYMENT OPPORTUNITY LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law
