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Customer Care Research Manager

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The Correspondence and Research Manager is responsible for the oversight and management of borrower-initiated written requests, borrower statements/letters, complaints, credit bureau reporting, credit disputes and research.  May involve coordination with internal as well as external business partners to achieve full resolution.

Essential Job Functions (include but are not limited to) :

  • Ensures all tasks are completed within Federal and State regulatory timeframes.
  • Develops and implements initiatives that will increase efficiency while improving customer service.
  • Management of processing all aspects of borrower incoming and outgoing correspondence.
  • Management of credit bureau reporting and disputes.
  • Negotiates solutions and acts as a liaison with internal and external partners when necessary.
  • Develops and implements effective policies and procedures to ensure timely, accurate, cost-effective and excellent service to our customers.
  • Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management.
  • Experience in written communication.
  • Identifies and analyzes escalated problems and provides guidance to team members for resolution.

Supervisory Duties: Supervises and mentors subordinate managers including the hiring process, training, work assignments, performance evaluations, development of career goals, and disciplinary action.

Fiscal Responsibility: Develops and manages the budget for the department through sound fiscal measures.

Work Place Responsibility: Maintains a safe and healthy work place environment. The department manager ensures that all employees of the department receive appropriate training, counseling, and understand all of the applicable procedures so that they can safely do their assigned work.

Knowledge, Skills, and Abilities Requirements : Knowledge of loan servicing functions and requirements; skilled in communicating effectively, facilitating group processes and training staff; preparing policy analysis, including interpreting statistics and evaluating research studies; preparing comprehensive reports related to loan servicing projects; planning, designing and evaluating servicing operational initiatives; and ability to establish and maintain effective and productive working relationships with internal and external servicing partners.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

  • High school diploma or GED required
  • Bachelor’s Degree (B.S.) from a four-year college or university and 5-10 years of experience in mortgage servicing with multi-departmental experience.
  • Previous Project Management or Process Management experience preferred.