Description |
JOB SUMMARY
This high-level, performance enhanced position will require comprehensive knowledge of loan resolution and the capacity to resolve delinquencies while minimizing loss to the portfolio. As Customer Resolution Supervisor, the incumbent will manage a staff of associates responsible for proactively soliciting delinquent customers in an effort to determine the collectibility and/or cash flow potential of the customer. Must be able to quickly analyze the extent of the potential loss created by the troubled loan, identify the problems and provide meaningful input into the plan for resolving the problems. Must be able to deal effectively with environmental risks, code violations, limited partnerships/trusts and natural disasters.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Supervision of staff as it relates to day-to-day operations.
Review all productivity and other reports daily.
Handle all personnel or staffing issues as they arise.
Identify and implement methods to improve operational efficiency and expense reduction through workflow automation.
Initial and ongoing staff training to ensure optimal performance.
Policy training of all essential aspects of an associate's job and to ensure adherence by all associates to policies and procedures
Computer training on the daily functionality needed for an agent to perform.
Assist in the creation of policy and procedure guidelines.
Create and maintain monthly reporting as well as ad-hoc reporting.
Review and approve workout options as presented before submitting to Dept. manager if required.
Assure staff is meeting departmental productivity standards.
Monitor staff to ensure superior customer service and policy compliance.
Create, distribute and maintain staff schedules to ensure sufficient cover at all time.
Maintain Attendance Log.
Provide daily production reports to keep all associates informed of their production.
Continual side-by-side and training.
Complete all assigned follow-ups daily and all tasks within allotted timeframe.
Hold periodic staff meeting to address areas of concern, disseminate information and answer questions.
Take inbound calls as necessary and handle elevated calls when needed.
Other duties as assigned by the department manager or department head.
Regular, consistent, and predictable attendance is an essential function of this job.
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Requirements |
SKILLS
Excellent communication skills, both written and verbal; analytical and critical thinking skills.
Intermediate PC skill required, windows environment, word processing, spreadsheets, and E-mail software.
Thorough knowledge of federal and state laws and compliance requirements related to loan servicing.
Ability to maintain professional independence while working closely with business units, creative initiative-taker in seeking optimum solution to a problem and extensive knowledge of the mortgage loan servicing policies and procedures.
Must possess strong analytical skills and have the ability to suggest ways to minimize compliance risk; demonstrated decision-making abilities that reflect depth of knowledge; and the ability to prioritize workload and balance attention toward multiple projects.
EDUCATION and/or EXPERIENCE
High school graduate or equivalent.
Minimum 5 years in Default Servicing, at least 2 years in a management role.
Strong knowledge of Loss Mitigation.
Knowledge of mortgage servicing systems, investor guidelines, mortgage insurance guidelines; knowledge of workout strategies.
Knowledge of Pooling and Servicing Agreements, specifically the identification of representations and warrants on specific securities.
Must be bilingual (Spanish)
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