Direct oversight of managers, supervisors, and team members working directly with investors and asset owners to maintain value in each loan under management.. Manages to specific SLA’s as assigned by the clients/investors. Makes critical decisions on an account level basis for the best overall outcome that least impacts the client/investors value in the asset. Maintains all the appropriate compliance controls and ensures the team is not violating specific guidelines set forth by the CFPB or other regulators. Holds management meetings with team to discuss performance and areas of attention on a daily, weekly, and monthly basis. Responsible to setting goals and milestones for each department and employee and managing the team to those goals/expectations.

This role directly manages the universal call center agents that handle inbound and outbound calls. This role is also instrumental in coming up with solutions for customers calling and how we proactively reduce the customers’ needs to call, via proactive emails or website banners. How we encourage more customers to sign up for self-help solutions, which drives the cost to service lower.

If yes, list what positions report into the role.

• Manager - Performing Loan Servicing
• Manager - Escalations

List of required duties below.

• Day-to-day responsibility of Performing Operations.
• Provide guidance and leadership for managers, supervisors, team leaders and team members.
• Set daily and monthly goals for teams and for the individual team members.
• Schedule floor wide weekend management coverage.
• Assist the dialer team in developing and managing dialer campaigns tailored to the characteristics of each portfolio and client.
• Track results of work efforts to ensure desired levels of production and efficiency are achieved.
• Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
• Monitor account levels and determine when additional employees are needed to meet appropriate goals.
• Develop and ensure team members are following QA guidelines as required by regulatory agencies (CFPB and FDCPA).
• Task with measuring and managing Customer Experience.
• Directly responsible for inbound/outbound call centers.
• Must manage to specific SLA’s as assigned.
• Handle presentations to clients and regulatory agencies as requested.
• Providing support to the business channels.
• Strategic guidance and vision for department.
• Performs other duties as assigned by management.

Required education and experience.

• High school diploma or equivalent required.
• College degree preferred.
• 10+ years’ experience in Customer Service and or Collections-related industry.
• 5 years of direct employee supervisory experience.
• Prior mortgage servicing experience preferred.

Required knowledge, skills, and ability.

• Strong analytical skills including excel and computer related skills.
• Six Sigma, yellow or green belt preferred.
• General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment.
• Experience in a call center and/or collections environment.
• Ability to train and motivate employees.
• Able to work with deadlines and complete projects on time.
• Strong conflict resolution skills.
• Familiarity with the compliance requirements of FDCPA.