Careers at MassHousing
At MassHousing, we believe a home is more than a roof and four walls. A home is safety and security, opportunity and peace of mind. Our team of talented professionals works to ensure that all Massachusetts residents have a safe, healthy and affordable place to call home. If you share our commitment, we hope you will consider joining us.
Equal Opportunity Employer M/F/V/D
MassHousing is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, colleagues and partners without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. MassHousing believes that diversity and inclusion among our colleagues and partners is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Current Openings
Customer Service Fulfillment Supervisor
Organization: MassHousing
Location: One Beacon Street, Boston, MA 02108
Posting Closes: Close of Business on March 19, 2024
Website: www.masshousing.com
MassHousing recently affirmed its longstanding commitment to diversity and inclusion in its 5-year Strategic Goals.
The Organization
MassHousing will confront the housing challenges facing the Commonwealth to improve the lives of its people. A bold mission for an innovative agency. Since its inception in 1966, MassHousing has provided more than $27.5 billion for more than 125,000 apartments and more than 105,000 home mortgage loans. Beyond lending, we also work to promote economic growth and empowerment for families, individuals, and businesses; help communities increase their housing stock; provide hope and homes for vulnerable populations, and look for new, cost-effective ways to provide equitable housing opportunities. We have a relentless determination to confront the Commonwealth's housing challenges and improve lives.
We know that we cannot meet our mission without a workforce that is committed to standing with us in our efforts. We achieve this by making investments in staff development and prioritizing individuals who align with our values including an unwavering dedication to diversity, equity, and inclusion.
As an employee of MassHousing you are offered a great career opportunity which is more than a paycheck. MassHousing's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including but not limited to:
- Tuition reimbursement up to $10,000 per calendar year
- A 35-hour work week and a hybrid work schedule
- Back up Child/Elder Care
- Retirement Savings including a pension and a deferred compensation plan (with a match)
- Comprehensive health, dental and vision plans
- 12 paid Holidays per year and generous sick, vacation, and personal time
- Short-Term Disability
- Central Boston office location, convenient to public transportation and amenities on site
If you're ready to join our dynamic team of mission driven professionals, this might be the job for you! Interested candidates should send a letter of interest and a resume to MassHousing by logging in to https://prd01-hcm01.prd.mykronos.com/ta/6003873.careers?CareersSearch
Position Summary
The Customer Service Fulfillment Supervisor is responsible for supervising, training, and developing the Customer Service Representatives within the Home Ownership Servicing & Operations Customer Service Contact Center. S/he addresses business needs by developing and delivering training resources and scripts to all customer facing staff. The Customer Service Fulfillment Supervisor is responsible for ensuring that the needs of our existing Customers are met in a timely fashion. S/he will hire, train and onboard new Contact Center Representatives and provide coaching on an ongoing basis. The Customer Service Fulfillment Supervisor will maintain and improve Contact Center Operations by monitoring system performance to ensure service levels (SLA) are achieved; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and supervising system and process improvement and quality assurance programs.
Specific Duties and Responsibilities
- Responsible for the overall goal of providing an exceptional customer engagement experience over the life of MassHousing’s relationship with our customers.
- Ensure that exceptional service is being provided to MassHousing customers through timely, accurate, and effective communication via phone, e‐mail, secure messaging and other communication channels (text, social media, etc.) that may be adopted by MassHousing.
- Improve Alveria telephone system scripts for customer engagement.
- Oversee the pipeline of Loan Servicing CITs (Customer Information Tracking) on a daily basis to ensure staff timely complete tasks.
- Review the Customer Service Email box daily to ensure staff timely respond to all email inquiries.
- Review the Customer Service Voice mail box daily to ensure staff timely response to voice mail messages.
- Oversee the CARES (customer‐facing web application) Secure Messaging platform daily to ensure staff timely respond to all messages.
- Administer the Alveria phone system Call Monitoring Quality Assurance program.
Knowledge, Skills and Abilities Required
- Comprehensive knowledge of residential mortgage servicing.
- Proficiency managing call center telephone systems (preferably Alveria), ability to write, implement and improve Scripts for calling campaigns.
- Demonstrate effective skills in communication and leadership and commitment to continuous learning.
Minimum Education and Training
- An undergraduate degree in business, finance, economics or public administration.
- Minimum of 3 years of increasing responsibility in mortgage lending, banking, and financial services.
- Experience with Sagent Loan Servicing system and Alveria telephony system is preferred.
- Strong communication skills with the ability to effectively communicate technical material.
- Supervisory experience is preferred.
Salary Range: $92,338 to $120,040
All positions at MassHousing require a customer service mindset, in accordance with our values: Integrity, Excellence, Collaboration, Respect, Accountability and Service. Inherent in these values is our commitment to diversity, equity, and inclusion for all.
MassHousing is an Equal Opportunity Employer