Sign in

Customer Service Employee Relations

Kalamazoo, MI
October 08, 2018

Contact this candidate


Walter F. Lynch, Jr.

Kalamazoo, MI *****269-***-**** •

Experienced Mortgage and Customer Service Manager

Key Strengths

Call Center Management

Strategic Planning



Customer Service

Training/Skills Development

Employee Development

Employee Relations

Written/Verbal Communication

Professional Experience

OneWest Bank – IndyMac Mortgage Services, Kalamazoo, MI April 2006 - Present

Manager II (Enterprise Call Center) May 2011 - Present

Responsible for leading and guiding teams of Call Center Supervisors ensuring departmental as well as agent goals were met on a monthly basis.

Managed over 60 employees in a call center of inbound and outbound representatives who specialized in customer service as well as collections.

Managed team recruitment by conducting interviews, hiring staff, and overseeing the training process of new hires.

Managed escalated customer issues/complaints within the Companies and regulatory bodies guidelines.

Managed productivity by creating and implementing employee incentive plans and attendance standards.

Created and analyzed reports to ensure performance goals were being met.

Applied consistent and fair approach when resolving conflicts between staff members and issues related to employee relations.

Responsible for sending detail oriented department wide communications announcing critical procedural changes ensuring understanding and comprehension.

Ensured compliance issues were addressed and properly handled amongst staff.

Knowledgeable using LPS-Director & Interactive Intelligence programs. Experienced at servicing GSE loans.

Organized staffing, including shift patterns and the number of staff required to meet demand.

Reviewed employee incentives and approved compensation.

Skilled at writing, reviewing, and approving policies and procedures.

Supervisor II (Enterprise Call Center) April 2007 – May 2011

I led teams of 15-20 customer service representatives through a time of great change after the housing market collapse which changed our department’s focus from strictly servicing current customers to also include collections on delinquent loans.

Responsible for coaching customer service representatives to improved performance while also training them on collections, modifications, short sales, loans in bankruptcy, and foreclosure.

Developed and implemented several unique and effective coaching strategies used amongst the entire department to increase performance amongst our staff.

Proficient at writing and facilitating individual developmental plans designed to increase employee productivity and efficiency.

Responsible for managing upwards of 10 call queues and adjusting representative’s skilling to adjust for call spikes.

Handled various escalated customer issues and resolved them to benefit both the customer and the company.

Customer Service Representative (Enterprise Call Center) April 2006 – march 2007

Took inbound and outbound customer service calls assisting borrowers with issues and questions with their mortgages.

Consistently led the department with the lowest non-productive time and highest cross sell offer and transfer rates.

Received numerous customer commendations including one that was recognized by our company’s Executive Vice President.

Skilled at counseling delinquent customers and assisting them with plans to avoid foreclosure.

With the ability to deliver excellent customer service as well as consistently leading the department in many key performance indicators I was promoted directly to Supervisor within 1 year of service with the company.

Education and Certifications

Bachelor of Science in Business • University of Phoenix • Sacramento, CA

Associates Degree • Yuba College • Yuba City, CA

Contact this candidate