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Job Summary
The Default Call Center Supervisor oversees day to day operations of the Mitigation and Loan Counseling teams, gives optimum service to all investors, and aids the Default Call Center Manager with all staff level duties.
Essential Duties and Responsibilities
- Ensures team standards, individual metrics and call quality expectations are met for Loan Counselors/Mitigation Coordinators in accordance with investor guidelines and PHLs Quality Assurance Program. Assists with monthly and quarterly quality review meetings with Loan Counselors/Mitigation Coordinators to ensure compliance with these standards
- Trains, supervises, and develops the Default Call Center staff to perform at the highest levels of accuracy and efficiency. Motivates and encourages staff through positive communication and feedback to ensure the highest degree of customer service. Coaches and develops staff to ensure the department maximizes quality service and customer retention. Fosters, promotes and contributes to a positive team environment. Assists Default Call center manager in evaluating Default Call Center employees according to Company policy
- Monitors timely completion of written inquiries/complaints logged in complaint tracking system. Provides information and research in timely manner to appropriate areas to facilitate responses
- Responds to escalated calls/answers team and borrowers questions in timely fashion
- Maintains policies and procedures. Assists with development, documentation and implementation of new procedures in accordance with PHLs Procedure for Change Control
- Remains knowledgeable of Collection and Loss Mitigation investor requirements, CFPB requirements as well as collection laws and regulations
- Performs other duties as assigned.
Position Requirements
Education
- High School diploma or GED equivalent required
Experience
- Minimum of 5 years experience in mortgage loss mitigation
- Leadership experience preferred
Functional/Technical Skills
- Demonstrated strong leadership skills
- Excellent written and verbal communication skills
- Demonstrated strong interpersonal skills. Ability to interact effectively with internal clients across departments and locations.
- Ability to act and work independently with minimal supervision
- Ability to provide objective, constructive feedback
- Must be flexible, organized and have the ability to manage multiple priorities and meet strict deadlines
- Effective problem solving abilities
- Ability to work effectively in a demanding, team-oriented, and fast-paced environment
- Working experience with call center technology such as IVR and ACD systems, etc.
- Current, strong working knowledge of mortgage loan workout options (i.e. loan modifications, short sales, deed-in-lieu and foreclosure) as well as collection requirements and guidelines
- Ability to solve problems with a sense of urgency by recognizing opportunities, understanding risk and acting quickly to overcome obstacles and reach a solution.
- Knowledge of default management guidelines of mortgage investors including FHLMC, FHA, VA, and FHA.
- Ability to organize, prioritize, and distribute workload for optimum efficiency
- Knowledge of MSP servicing system
Environmental/Physical Demands
Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.
Benefits
Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.
Planet Home Lending does not accept unsolicited resumes or candidate submissions from recruiters or employment agencies. In the absence of an enforceable, fully executed agreement for a specified position, Planet Home Lending has no obligation to pay any compensation or recruiter fee of any kind. In the event a recruiter, agency or other similar third-party submits a resume or candidate without a valid binding agreement, Planet Home Lending explicitly reserves the right to pursue and hire those candidate(s) without any obligation or compensation to the referring party. Any unsolicited resumes, referrals, or candidate submissions, including those communicated to a member of the Human Resources team or a hiring manager, shall be deemed the property of Planet Home Lending. If you or your agency would like to be considered as a future recruiting partner, please email
[email protected].
