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Associate Director/Customer Outreach

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The Associate Director of Customer Outreach is responsible for the oversight and management of the Customer Outreach Advocates and Coordinator including but not limited to oversight of call quality and compliance, customer feedback surveys, monitoring of daily reports on adequate system documentation and SLA compliance, validation of system of record documentation on the Advocate’s work as well as various outreach letters and initiatives.  In addition, the Associate Director will maintain detailed validation records and reporting around Risks and Controls. This role requires an in-depth knowledge of Functional Area processes and all associated investor and regulatory guidelines.  Strong ability to work independently with a sense of urgency in a fast paced environment while effectively managing competing priorities.

Lead in the management of all aspects of the Customer Outreach Advocates and Coordinator responsibilities including call monitoring, speech analytics reporting oversight, customer survey review and feedback and system of record documentation monitoring. 

Manages day to day operations of the department to ensure smooth workflow and to achieve predetermined goals; this includes timely assignments of tasks in the system of record, timely appointment scheduling, and ensuring all processes assigned to the group are done within identified SLA and according to policy.

Builds an effective and strong team committed to delivering world class customer care and achieving organizational goals; ensures staff is able to manage compassionate, concise and accurate communication with homeowners while adhering to policy and maintaining compliance requirements.

Analyzes data and statistics to ensure Customer Outreach associates are meeting their performance expectations and identifies associated areas for improvement.

Manages or ensures facilitation of all reporting, training, and procedural Customer Outreach functions to ensure compliance with state, federal and agency requirements.

Provide guidance and leadership for staff. Lead and mentor staff to develop and reinforce skills, improve processes and procedures, and increase overall effectiveness.

Enhance department functions, by consistently looking for opportunities to improve the efficiency of the department and improving the customer experience.

Manage compliance risks and the controls designed to prevent, eliminate or mitigate losses; develop and maintain appropriate control and reporting.

Manage the agent NMLS and state licensure process; work directly with Legal to maintain accurate records and license staff according to business needs.


Associates degree required
5- 8 years Mortgage Servicing experience required.

In-depth knowledge of FDCPA, FCRA, CFPB guidelines.
Extensive knowledge of the Loss Mitigation process, including the waterfalls for all loan types.
Experience in call monitoring technology and compliance.

This position had direct reports.