Customer Service & Records Manager

Harrington, Moran, and Barksdale, Inc. (HMBI), one of the largest contractors for the U.S. Department of Housing and Urban Development REO Division, is a property management and marketing company specializing in asset management and disposition of single-family real estate homes.  We have an immediate need for a Customer Service & Records Manager for our Charlotte, NC office.

 

Job Title: Customer Service & Records Manager

Status:    Full-time, Exempt Employee

Location: Charlotte, North Carolina

 

Job Summary

The Customer Service & Records Manager oversees and directs a diverse staff in the Customer Service Department, Records Management Department and Front Desk Receptionist team.  This position ensures that customer service representatives and receptionists provide prompt, accurate and courteous service to customers, callers and guests.  This position also manages file room operations in accordance with HUD and company standards.

 

Essential Functions

1. Develop, train and supervise staff in proper procedures to perform tasks required by performance criteria and company standards.

2. Review communication log weekly for appropriate and timely responses.

3. Communicate internally with Quality Control (QC) team, senior management and HUD representatives to resolve issues and achieve desired outcomes.

4. Manage customer service staff to ensure prompt, accurate and courteous resolution of customer telephone and written inquires.  Handle escalated customer service issues.

5. Ensure reception area is assisting walk-in customers and callers in a professional and appropriate manner.

6. Manage file room staff and workload to ensure accuracy, compliance, and quality performance.

7. Communicate with HUD representatives and senior managers regarding file archives.

8. Participate in management and staff meetings as well as regular department meetings and work with management team and staff members to exceed HUD?s and company?s stated goals.

9. Manage broker application process and follow up.

10. Prepare required HUD-related reports in timely manner.

11. Other management duties and projects as assigned.

 

Education/Experience Required

? Bachelor?s degree

? Minimum of three (3) years of related experience and two (2) years in staff or department management and/or training, or equivalent combination of education and experience

? Real estate background a plus

 

Skills/Abilities Required

? Ability to communicate effectively, both verbally and written; excellent interpersonal skills

? Ability to lead a team and to identify and resolve issues, improve processes and attain goals

? Strong analytical, decision-making and problem-solving skills

? Excellent time management and organization skills and ability to prioritize workload

? Ability to be detailed oriented and multi-task

? Proficient in MS Office (Word and Excel), Outlook and Internet 

? Ability to obtain SAMS clearance

? Ability to work in a high volume, fast-paced, and time sensitive environment

 

 

 

Resumes should be submitted to bsonier@thebtsteam.com