AVP, Guest Services

Renovo Financial • Chicago, IL

12h

About The Position

The AVP, Guest Services will play a pivotal role by supporting all aspects of customer service as it relates to borrowers as well as internal and external stakeholders. This position requires a strategic thinker with a strong background in mortgage servicing operations, exceptional leadership skills, and a proven track record of delivering superior results in a variety of situations. The AVP, Guest Services will have direct interaction with borrowers, investors, and other teams at Renovo Financial, and will manage a team of dedicated customer service professionals delivering best in class service. The AVP, Guest Services will be responsible for handling of escalated items or complaints.

Requirements

• Bachelor's degree from an accredited college or university
• Minimum of 3 years of progressive leadership experience in mortgage servicing, with at least 2 years in a management role overseeing customer service teams
• Strong understanding of mortgage servicing operations, including loan boarding, payment processing, escrow administration, investor reporting, and loss mitigation
• Proven track record of building and maintaining strategic client relationships, driving client satisfaction, and achieving business growth targets
• Excellent leadership and people management skills, with the ability to inspire, motivate, and develop a diverse team of professionals
• Exceptional communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization
• Strategic thinker with the ability to analyze complex issues, identify opportunities for improvement, and develop innovative solutions
• Thorough knowledge of regulatory requirements and industry best practices related to mortgage servicing, including CFPB and investor guidelines
• Proficiency with the Microsoft Office Suite with an emphasis on Outlook and Excel
• Customer-centric approach that finds solutions to our customers’ needs

Responsibilities

• Assist with developing and executing a comprehensive customer service strategy aligned with business objectives to enhance customer satisfaction, retention, and profitability
• Build and maintain strong relationships with key clients and our borrowers to understand their needs and ensure delivery of best-in-class service
• Foster and enhance a culture of one touch resolution for all customer needs with particular attention to white glove service and an understanding of maintaining expected service levels
• Lead, mentor, and develop a high-performing customer service team, providing guidance, support, and coaching to foster a culture of excellence and accountability
• Collaborate closely with other departments, including risk management, compliance, IT, and finance, to ensure alignment of customer service initiatives with overall business objectives and regulatory requirements
• Stay abreast of industry trends, emerging technologies, and best practices in mortgage servicing to identify opportunities for process improvements, automation, and enhanced customer experiences
• Ensure compliance with all relevant federal, state, and investor guidelines, regulations, and reporting requirements related to mortgage servicing operations
• Bring Renovo’s values to life through your actions, choices, and commitment to a shared purpose
• Ad-hoc reporting, research, and projects as directed by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level