Leading a team of mortgage servicing representatives for a top mortgage lender in the US. Conduct call listening sessions to ensure that agents are following quality and client guidelines. Conduct coaching sessions to discuss the agent's overall performance every week. Do SMART coaching to ensure that agents will buy in on action plans set by the team lead and also their commitment to that action plan. Attend bi-weekly calibration sessions with clients to ensure that everyone is calibrated on certain topics and areas of improvement.
