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Manager, Customer Care/Servicing

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Individual will be responsible for the overall performance and management of multiple supervisors and their teams within the customer care call center. 

Essential Job Functions:  

  • Assist in the management of the mortgage servicing customer care call center including customer service, collections and loss mitigation.
  • Promote a positive workplace supportive of company goals and objectives.
  • Build and maintain a high performing team committed to delivering world class customer care and achieving organizational goals.
  • Oversee recruiting and training of qualified individuals to support the customer care call center.
  • Set goals, drive results and properly reward/addresses performance.
  • Build and analyze reporting necessary to manage call center productivity against daily/weekly/monthly objectives.
  • Familiar with federal, state, and local regulations
  • Ability to quickly identify issues and resolve problems.
  • Handle escalated calls as needed to resolve customer concerns and to ensure quality of service meets company standards in providing reliable customer support
  • Participate in the Customer Escalation inbound calling queue as needed to assist in the achievement of various investor SLA’s


Other Related Duties:  

  • Performs other related duties as assigned.


Supervisory Responsibilities:  

Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below 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:  

HS grad/GED required, Bachelors Degree from a Four (4) year College or University preferred; or approximately 5 years or more related experience and/or training; or equivalent combination of education and experience.


Language Skills:  

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


Mathematical Skills:  

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations