Collections Supervisor 10-7 EST Onsite Virginia Beach

LoanCare•Virginia Beach, VA

16d•Onsite

About The Position

Overview JOB SUMMARY Plans, directs, supervises and evaluates work flow for the Collections department. Ensures the collection staff is effectively counseling all delinquent borrowers. Coordinates work activities to achieve the volume expected to meet operational requirements. Recommends operational improvements. Responsible for day-to-day application of policies and procedures. Monitors performance of staff members according to established standards. Conducts performance evaluations. Trains and coaches staff.

Requirements

High School Diploma or equivalent required
Associates Degree or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions
Three years collection experience in a mortgage servicing environment
Knowledge of Federal, State and local regulations concerning debt collection regulations
Minimum of 2 years supervisory experience, managing a team in a high volume, fast paced environment
Knowledge of loss mitigation mortgage workouts (i.e. loan modifications, short sale, deed in lieu and foreclosure)
Working knowledge of contact center database applications
Experience with Ensemble Pro dialer administration
Experience utilizing DataViews for reporting
Knowledgeable in scheduling and volume forecasting
High level of proficiency with Microsoft Office Suite
Excellent written and verbal communication skills
Strong team player with a high level of professionalism and initiative
Ability to work efficiently in a fast-paced environment where priorities change frequently to meet business needs
Strong negotiation skills
Strong analytical and problem solving ability
Ability to organize, prioritize and allocate workload for optimum efficiency
Solves problems with a sense of urgency by recognizing opportunities, understanding risks and acting quickly to overcome obstacles and reach a solution
Ability to resolve conflict appropriately and effectively resolve problems

Responsibilities

Supervises daily operation of the Collection unit, ensuring compliance with departmental policies and procedures and all applicable government, investor and client regulations
Manage and maintain daily operations of the Dialer campaigns
Performs collection activity on accounts when subordinates have difficulty collecting.
Reviews the department’s collection activity, identifying trends and assessing unit effectiveness
Receives and resolves customer complaints
Performs duties related to staff development such as performance evaluations, disciplining employees, and training
Reviews and recommends foreclosure to the Default Management committee
Compiles data and generates ad-hoc reporting for Manager
Provides monthly summary to Manager on departmental performance objectives
Ensures that 10 calls per month are evaluated for each Loan Counselor in the department
Responsible for requesting, creating/preparing, updating/revising, reviewing, testing, finalizing/approving, conduct training and maintain the departments policies and procedures