Jamie Agers M.B.A. Email and Phone Number

As a supervisor I take escalation calls for issues related to mortgage that the CSR cannot resolve. Monitors my team of 9 to ensure they are following the policy and procedures as well as doing the right thing for the customer. Produce various reports to help assist management and measure were associates are regarding their skill sets. Also help run MY 2 Cents program. This program allows employees within the loan servicing group provide suggestions regarding policy and procedures or any thing that is missing or needs improvement. Also active member in the culture team that helps with various functions that are used to show employees appreciation.

Created and designed SharePoint sites/lists for tracking of Self-Identified Audits and incentives, monitored call results and special analytic reporting requests. Requested designated access for monitoring access to ensure all procedures were followed. Analyzed quarterly and annual audits to ensure accesses are still needed to help reduce cost for unused accesses. Also maintain organizational charts for 150+ employees across United States.

Maintained the budget for Make it Right program and ensured that all quality projects were being updated in the project database that utilizes Six Sigma methodologies.

Answer calls for Vice President Segment Leader, create reports for daily calls and sales results to track for sales incentives. Work with Sales incentive teams to determine various rewards for monthly winners. Complete monthly expense reports for all associated expenses including both state-side and international travel. Tracked and assigned escalation calls that came into Segment Leader assigned to Unit Manager/Team Manager based on the department it was coming from such as Tax/Second Level Queue or Frontline Sales/Insurance.