Collections Supervisor
About The Position
Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. The Collections Supervisor is routinely expected to be a combination of supervising and coordinating activities of development, coaching, teaching, training, mentoring, and managing a team of 8-12 collections agents’ day-to-day operations engaging in the collections of payments for current and overdue customers as well as offering loss mitigation alternatives on residential real estate mortgage loans. The Collections Supervisor will: Multi-task, manage, and coach agents, handle challenging customers, escalation calls, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring service levels and quality objectives are achieved Develop and create training based off department needs, then deliver it in training classes Monitor and evaluate agents daily, weekly, and monthly performance, including developing actions plans, conducting individual and team workshops and coaching sessions, providing timely feedback, facilitating call calibration sessions, side-by-side and silent call quality monitoring to ensure effective servicing, and career development Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QC, QA, and other areas of the company to facilitate problem solving Report, analyze and resolve system, customer and operational issues that impact service quality Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values
Requirements
- Associate’s degree or equivalent work experience
- 5+ years of relevant work experience
- Working knowledge of Microsoft Office products
- Working knowledge of collection practices and laws, loss mitigation, foreclosure, and bankruptcy laws
Responsibilities
- Supervising and coordinating activities of development, coaching, teaching, training, mentoring, and managing a team of 8-12 collections agents’ day-to-day operations engaging in the collections of payments for current and overdue customers as well as offering loss mitigation alternatives on residential real estate mortgage loans.
- Multi-task, manage, and coach agents, handle challenging customers, escalation calls, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring service levels and quality objectives are achieved
- Develop and create training based off department needs, then deliver it in training classes
- Monitor and evaluate agents daily, weekly, and monthly performance, including developing actions plans, conducting individual and team workshops and coaching sessions, providing timely feedback, facilitating call calibration sessions, side-by-side and silent call quality monitoring to ensure effective servicing, and career development
- Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QC, QA, and other areas of the company to facilitate problem solving
- Report, analyze and resolve system, customer and operational issues that impact service quality
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
