Customer Service Lead

Join Virginia Housing and help make a difference as a Customer Service Team Lead.

Virginia Housing is one of the nation’s premier housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our public-private partnerships.

We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a fitness center and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

This important role will report to the Customer Service Supervisor and act as a liaison for Virginia Housing and the public to provide accurate and dependable information on Virginia Housing directed serviced mortgages. Serve as the call center’s team lead by providing exceptional service to teammates and customers. Apply knowledge of Virginia Housing’s products and services. Responds quickly to customer inquiries through verbal and written communication and leaves the borrower with a positive impression of Virginia Housing while abiding by applicable federal and insurer laws (i.e. HUD/VA/FMNA requisition’s and privacy act, RESPA, etc.). Monitor Call Center service queues/agent activity (Workforce management); provide real-time feedback/instruction to teammates regarding agent state (Ready/Not Ready, ACW, etc.). Develop recommendations to improve the effectiveness and efficiency of department operations, and review findings with management. Guide and mentor staff on Customer Service-related functions. Assist Supervisor with training of new staff members.

To be successful in this role you must possess:

• High school diploma/GED or equivalent job experience.
• Advanced mortgage customer service and call center experience.
• Mortgage and Escrow knowledge.
• Mortgage servicing program experience with Black knight, Director 7, MSP, or ICE.
• Ability to understand and strive to meet or exceed customer service metrics and quality goals while providing excellent, consistent customer service.
• Ability to manage and prioritize multiple high-level projects simultaneously while maintaining keen attention to detail.
• Ability to take ownership, problem-solve, and demonstrate strong leadership skills.
• Experience with coaching, mentoring and/or leading a team of individuals.
• Proactive, critical thinker, analytical, and ability to see the big picture.
• Adaptable and ability to demonstrate a positive attitude, even in the midst of change.
• Strong written and oral communication skills.

The ideal candidate would also have experience in:

• Knowledge and skills in leadership.
• Having difficult conversations and de-escalate upset customers.
• Ability to coach, lead, mentor, and support current team to achieve higher performance.
• Proactively identify issues and opportunities for management action, particularly performance and process improvements.
• Complex problem solving and analytical skills.
• Ability to foster communication and teamwork among staff and to collaborate with all members of the team, at all levels to ensure successful customer outcomes.
• An inclusive nature that seeks common ground, listens to others and advocates for the best solutions for the customer and for employees.
• Proactive, critical thinker, and ability to see the big picture.

Applications and resumes are accepted online only at http://www.virginiahousing.com/careers.

This position will close at midnight on January 28^th, 2025.

Hiring Range: $61,074 - $79,395

This work schedule for this position is Monday through Friday 9:30am – 6pm.

A background check will be performed as a condition of employment.

Internal applicants 

Please review relevant HR policy under 'Employment Practices' on the Zone before applying. 

Apply through the Zone or at http://employees-virginiahousing.icims.com/.

-EOE-

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