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VP, Customer Service

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Description

Summary

The Vice President – Custom Care is responsible for supporting the SVP of customer service and and management of customer service/customer care including but not limited to: Call center, web services, borrower written correspondence, montly statements, payment processing/Lockbox, Credit Reporting, CFPB compliance, Ancillary products, SCRA process, Year end statement 1098, and refinance opportunities.

Essential Job Functions:

• Manages all aspects of the customer experience and customer services processes.

• Handles and manages Call Center and borrower written correspondence including calling outbound strategy.

• Oversees the SCRA process, Monthly statements, and payment processing.

• Handles Credit reporting, CFPB compliance, year end statement 1098 and monthly statements.

 

O ther 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.


Education and/or Experience:

Bachelors Degree (B.A.) from a four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.

Mortgage Servicing experience required; Call Center experience preferred.

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