Team Leader (FHA Mortgage Contact Center) with Security Clearance
R-00133796 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 locationOur 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 allThe Team Leader will provide ongoing training, coaching, and mentoring to assist our call center employees in achieving established quality and service level standardsThe 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 environmentThis 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 needsPrimary Job
Responsibilities:
o Coordinate and lead employee training programsProvide ongoing performance monitoring, mentoring, and coaching.o Provide subject matter expertise to the team on Federal Housing Administration (FHA) policies and procedures.o Assist team in meeting all standards, including quality and service levelsMonitor team performance and address performance issues.o Handle customer phone calls and communications as required, including customer complaints.o Communicate and collaborate with other functional areas to achieve common goalsRequired
Qualifications:
o Bachelor's degree or equivalent experience in lieu of degreeo Minimum of 2 years of customer service experience, including in a call center or contact center work environmento Current knowledge of FHA mortgage program, processes, and guidelineso Demonstrated ability to motivate team members, and address performance issues as neededo Strong interpersonal communication skills (both verbal and written)o Process-focused individual with excellent organizational skillso Flexibility and adaptability to support changes to systems and processeso Ability to work under pressure generated by customer inquiries, complaints, and operational demands in a fast-paced call center environmento Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Teams)o Ability to successfully obtain a Public Trust security clearance, which includes a credit check and background investigation Preferred
Qualifications:
o Previous professional experience in a government contract call centero Bilingual English / Spanish (written and verbal fluency) Come join our rapidly growing team and enjoy these
Benefits:
o Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability planso Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a yearo Ten paid holidays per yearo Ongoing training to support your successo Tuition reimbursement based on Leidos policyo Voluntary overtime may be available based on business needso 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 scienceOur company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growthHUDFHA Original Posting Date:
2024-04-17While 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 abovePay Range:
Pay Range $49,400.00 - $89,300.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salaryAdditional 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. Recommended Skills Human Resources Management Problem Solving Leadership Purchasing Training And Development Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
30 am - 8:
00 pm ET) based on business needsPrimary Job
Responsibilities:
o Coordinate and lead employee training programsProvide ongoing performance monitoring, mentoring, and coaching.o Provide subject matter expertise to the team on Federal Housing Administration (FHA) policies and procedures.o Assist team in meeting all standards, including quality and service levelsMonitor team performance and address performance issues.o Handle customer phone calls and communications as required, including customer complaints.o Communicate and collaborate with other functional areas to achieve common goalsRequired
Qualifications:
o Bachelor's degree or equivalent experience in lieu of degreeo Minimum of 2 years of customer service experience, including in a call center or contact center work environmento Current knowledge of FHA mortgage program, processes, and guidelineso Demonstrated ability to motivate team members, and address performance issues as neededo Strong interpersonal communication skills (both verbal and written)o Process-focused individual with excellent organizational skillso Flexibility and adaptability to support changes to systems and processeso Ability to work under pressure generated by customer inquiries, complaints, and operational demands in a fast-paced call center environmento Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Teams)o Ability to successfully obtain a Public Trust security clearance, which includes a credit check and background investigation Preferred
Qualifications:
o Previous professional experience in a government contract call centero Bilingual English / Spanish (written and verbal fluency) Come join our rapidly growing team and enjoy these
Benefits:
o Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability planso Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a yearo Ten paid holidays per yearo Ongoing training to support your successo Tuition reimbursement based on Leidos policyo Voluntary overtime may be available based on business needso 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 scienceOur company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growthHUDFHA Original Posting Date:
2024-04-17While 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 abovePay Range:
Pay Range $49,400.00 - $89,300.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salaryAdditional 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. Recommended Skills Human Resources Management Problem Solving Leadership Purchasing Training And Development Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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