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Manager, SPOC Servicing - Remote

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The Manager, SPOC Servicing is responsible for the oversight and compliance of servicing regulations, adherence to procedures and overall customer experience within the Servicing Call Center. The Supervisor must be knowledgeable in FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and the waterfall. Must effectively demonstrate a professional level of competency in managerial and customer service practices.
  •  Manages team up to 4 or more Supervisors and/or up to 10 or more Agents directly
  •  Provides consultation to Supervisors or Agents as needed on HR matters, employee issues and general daily functions
  •  Holds supervisor team accountable for adequately developing/mentoring staff, including daily huddles and regularly scheduled1:1s with staff
  •  Deliver regular 1:1s with direct reports on areas of opportunity and career pathing
  •  Review all relevant daily reports and identify gaps in performance or process; take action to remediate as appropriate
  •  Manage the agent licensure process; work directly with Legal to maintain accurate records and get agents licensed accordingly
  •  Represents the company in a professional and enthusiastic manner by providing an exceptional level of customer service; often dealing with borrowers face-to- face or in difficult/escalated situations
  •  Professional and timely communication among team and upward in the organization, must keep Senior Management abreast of challenges, initiatives and accomplishments
  •  Must be able to speak with expertise and confidence on subject matters to internal and external audiences (investors, non-profit partners, borrowers, vendors etc)
  •  Coordinate employee progression on department specific career path based on licensing
  •  Drive efforts to recognize staff performance, organize contests/oversight on goals to enhance employee engagement
  •  Provides direction to Supervisors and agents on department goals; drives call focus based on LM touchpoints
  •  Deliver monthly “floor meeting”, recognizing top performers, department stats, areas of opportunity
  •  Create system triggers for department task tracking and reporting to ensure compliance
  •  Ensure that Loss Mitigation Underwriting, Single Point of Contact are operating in full compliance with investor, agency/insurer, FHA, VA and private mortgage insurance provider guidelines and results in no monetary losses from non-compliance.
  •  Requires an in-depth knowledge of Fair Debt Collection Practices Act (FDCPA), as well as Fair Lending and Fair Housing Acts and any other related state or federal mortgage loan servicing requirement, including knowledge of related bankruptcy laws.
  •  Effectively manage department work queues, ensuring they are up to date and properly documenting the system of record all consumer contact, requests for activity from other business units and the next steps in loss mitigation and foreclosure process
  •  Completes risk assessments and implements controls to mitigate compliance and operation risks
  •  Review department strategies as needed to meet monthly performance objectives
  •  Must be familiar and compliant with CFPB requirements
  • Understands the various systems used and overall Employee User Journey within the Servicing Call Center and can assist with implementation of new ideas and systemic process improvements
  • Partner with Change Management to create job aids as needed and keep them up to date as guidelines and policy change; communicate the changes to the staff and ensure compliance
  • Assist the call center with any immediate escalated customer calls in attempt to resolve or mitigate customer concerns as needed