Learn the ins and outs of the customer cycle by working on the ground with the team.Help create processes for onboarding new agents.Identify and train “team lead” positions from the available agents.Monitor the agent's calls and metrics.Create and carry out ongoing training and coaching policies and procedures to increase agents’ productivity and skills.Create reports of agent’s performance for review.Work with management to identify needs for new agents based upon the… Show more Learn the ins and outs of the customer cycle by working on the ground with the team.Help create processes for onboarding new agents.Identify and train “team lead” positions from the available agents.Monitor the agent's calls and metrics.Create and carry out ongoing training and coaching policies and procedures to increase agents’ productivity and skills.Create reports of agent’s performance for review.Work with management to identify needs for new agents based upon the influx of new clients.Created Google Classrooms for team and individual team membersCreated sales training and customer service training from scratch. Show less

Troubleshooting third party orders (title, appraisal, hazard, flood cert, credit, etc.), Encompass, Five9 phone, IRRRL, USDA,Conventional, Port and BOL loans, Handling more complex calls, emails or chat sessions, Completing appraisal eligibility tasks, Evaluating loan applications for compliance with product guidelines, Evaluating loan applications for regulatory compliance, Interacting with multiple departments to expedite processing and/or issue resolution, Performing other related duties as… Show more Troubleshooting third party orders (title, appraisal, hazard, flood cert, credit, etc.), Encompass, Five9 phone, IRRRL, USDA,Conventional, Port and BOL loans, Handling more complex calls, emails or chat sessions, Completing appraisal eligibility tasks, Evaluating loan applications for compliance with product guidelines, Evaluating loan applications for regulatory compliance, Interacting with multiple departments to expedite processing and/or issue resolution, Performing other related duties as required and assigned, Demonstrating behaviors which are aligned with the organization’s desired culture and values Show less