Matt Heinisch is responsible for MCAP’s Contact Centre operations. The team is truly the voice of MCAP. They play a crucial role in ensuring homeowners and industry professionals get the answers and support they need.
Leading and Developing the “Voice of MCAP”
Matt’s team is comprised of frontline agents who receive mortgage inquiries, solve problems, address opportunities, making sure homeowners, and other stakeholders are satisfied with the service they receive. Matt and his leadership team make sure important information and materials are accessible, team members have access to ongoing coaching and development, and have time to build the critical skills to be effective in their roles.
Matt came to his role with a depth of passion and experience when he joined the MCAP team in 2013. He was promoted to Director in February 2020, right before the pandemic hit and the team transitioned to work from home. As he explains it, “I learned a lot of critical skills in managing a Contact Centre with record volume levels, and a team that had their own new challenges outside of work as they navigated the pandemic.”
Building a Toolbox of Knowledge and Skills
Matt draws on the many opportunities within MCAP to learn and grow. He feels blessed to be part of a team that is made up of so many different areas of expertise and levels of experience. He also takes advantage of the formal facilitated training, LinkedIn Learning access, knowledge-sharing presentations, and other opportunities available to help him grow. “You can take pieces of information from everywhere and everyone that resonate with you to help build your toolbox with what you feel is important to your career development,” says Matt.
Collaboration, Engagement and Feedback Feed a People-First Culture
One of the areas Matt is particularly enthusiastic about is the opportunity to collaborate with his team. He is proud of MCAP’s continuous feedback culture, supported by surveys, one-on-one meetings, and focus groups. Matt is keenly aware of the connection between highly engaged team members and a great homeowner experience. Constant feedback is necessary to understand when a pivot or change is needed.
Matt works hard to ensure everyone on his team is treated with respect, has a voice, and is given the opportunity to be involved. “While it can be a lot easier and faster for one person to make a decision, when you are patient and involve your team in a more collaborative process, it creates buy-in, and the team is ready to embrace the direction you go,” he says. The more ideas and perspectives he can gain from team members at every level, he feels, the more opportunity there is to improve and excel as a team.
