Team Leader (FHA Mortgage Contact Center) - Leidos

Description

Leidos has an opportunity for a Team Leader to join our Federal Housing Authority (FHA) mortgage call center based at our Albuquerque, NM office location.

Our Leidos Mortgage Customer Service team supports the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing in their Mission to create strong, sustainable, inclusive communities and quality affordable homes for all.

The Team Leader will provide ongoing training, coaching, and mentoring to assist our call center employees in achieving established quality and service level standards. The successful candidate will possess a strong working knowledge of FHA processes and guidelines as well as demonstrated abilities to lead a group composed of mortgage and customer service roles in a high-volume call center environment.

This position requires the ability to work an 8-hour shift, Monday through Friday between 8 am to 8 pm Eastern Time, including the closing shift (11:30 am - 8:00 pm ET) based on business needs.

Primary Job Responsibilities:

• Coordinate and lead employee training programs. Provide ongoing performance monitoring, mentoring, and coaching.

• Provide subject matter expertise to the team on Federal Housing Administration (FHA) policies and procedures.

• Assist team in meeting all standards, including quality and service levels. Monitor team performance and address performance issues.

• Handle customer phone calls and communications as required, including customer complaints.

• Communicate and collaborate with other functional areas to achieve common goals.

Required Qualifications:

• Bachelor’s degree or equivalent experience in lieu of degree

• Minimum of 2 years of customer service experience, including in a call center or contact center work environment

• Current knowledge of FHA mortgage program, processes, and guidelines

• Demonstrated ability to motivate team members, and address performance issues as needed

• Strong interpersonal communication skills (both verbal and written)

• Process-focused individual with excellent organizational skills

• Flexibility and adaptability to support changes to systems and processes

• Ability to work under pressure generated by customer inquiries, complaints, and operational demands in a fast-paced call center environment

• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Teams)

• Ability to successfully obtain a Public Trust security clearance, which includes a credit check and background investigation

Preferred Qualifications:

• Previous professional experience in a government contract call center

• Bilingual English / Spanish (written and verbal fluency)

Come join our rapidly growing team and enjoy these benefits:

• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans

• Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year

• Ten paid holidays per year

• Ongoing training to support your success

• Tuition reimbursement based on Leidos policy

• Voluntary overtime may be available based on business needs

• Discounted Leidos stock purchase and other Employee Discounts

Leidos is a global leader providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science. Our company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growth.

HUDFHA

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.