Default Call Center Supervisor

Planet Home Lending•Irving, TX

4d•Onsite

About The Position

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.

Requirements

High School diploma or GED equivalent required
Minimum of 5 years experience in mortgage loss mitigation
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

Nice To Haves

Leadership experience preferred

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.