Customer Service Representative Team Lead

Job Title: Customer Service Representative Team Lead Location: TX - Dallas/Irving What you'll do: Team Lead assists the AVP Customer Service Manager with a Team of Customer Service Representatives (CSRs). Responsible for dialing and transferring calls and loading leads into Velocify (CRM) Assists with various functions including but not limited to reports management, daily management of the Team, i.e., answering team member questions, participating in interviewing and hiring process of new CSRs Assists with training of new hires and assists during the Performance Evaluation process by providing minimal input Provides Team support by encouraging, motivating and assisting Team members in accomplishing daily dial and transfer goals Maintains Team motivation by overseeing daily contests which benefits dials and transfer counts Also provides coverage, leadership and direction to the CSR Team when CSR Manager is in meetings and/or absent and performs any additional tasks/functions as requested. What you'll need: High School Diploma or GED equivalent required Associate or bachelor’s degree preferred 2-3 years of Customer Service Call Center Team Lead experience in a mortgage or financial institution setting required Proficiency with Microsoft Office Experience working with Velocify and Gensys Cloud preferred Strong communication skills Benefits you’ll love: We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career! About the company: AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [email protected] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. © Western Alliance Bancorporation About AmeriHome Mortgage AmeriHome Mortgage, a Western Alliance Bank company, is a leading national business-to-business mortgage acquirer and servicer. In 2020, AmeriHome ranked as the nation’s third-largest correspondent mortgage provider, primarily purchasing mortgage loans from a network of independent mortgage originators. Overall, the company is the 13th largest producer of mortgages in the U.S. The organization has created a flexible and scalable platform with a modern purpose-built infrastructure, advanced data and analytics capabilities, all leveraging deep industry expertise and a highly efficient cost structure to target profitability in all market environments. AmeriHome has a track record of consistent, prudent and profitable growth. With more than 1,000 employees, AmeriHome is a premier mortgage company, a multi-channel – mortgage investor, direct-to-consumer lender and servicer, licensed in 49 states, and headquartered in Thousand Oaks, California with offices in Irvine, CA, and Dallas, TX. Focused on delivering excellence in lending, our motivation for success is represented throughout the company and thrives from the trust built between all employees. AmeriHome is always looking for top talent to join our growing, fast-paced, and friendly teams. Terms & Notices Personnel Disclosure FDIC Insurance

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