Commercial Collections Supervisor

Newrez LLC•Houston, TX

13d•Onsite

About The Position

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications. We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation. Primary Function The Supervisor Commercial Loans is a seasoned collections supervisor with prior management, mortgage, and Commercial experience. This individual will be responsible for the Commercial/Bridge Collections. Direct Reports Team Lead Collections Commercial Loan Consultant Principal Duties List of required duties below. Distinguish on-site duties with a . Responsible for maintaining staff. Provides guidance, leadership, and mentors personnel to develop and reinforce skills and effectiveness. Understanding all products, services, procedures, and guidelines and communicate the same to all team members. Monitors inbound Commercial call production and performance results involving Loss Mitigation options and resolutions on Commercial/Bridge loans. Understanding historical data of payment history and notes to determine a resolution for delinquency. Understanding and reviewing the Client Matrix to know what assistance can be offered. Reviews commercial list for ACH’s that have not drafted and researching the issues. Reviews list for upcoming maturity dates and reaches out to portfolio manager to get a plan of action. Recognizing what workout plan would benefit the borrower and knowing the process, short sales, modifications, forbearances, extensions, repayment plans, etc. Reviews documents to determine whether they meet eligibility requirements for assistance. Reviews the Client Matrix to understand what can and cannot be offered to the borrower to assist with curing the delinquency. Reviews resumes and completes interviews to fill open positions. Proper documentation: detailed record of all customer communications, payment plans and future resolutions. Communicates daily with workforce management regarding calls holding, dialer calls left to complete, when to start and stop campaigns, agents break and lunch schedules, etc. Reviews feedback provided by portfolio managers and/or clients and implementing changes or coaching as needed. Reviews and follows up on supervisor call backs. Reviews and completes escalation complaints. Ensures representatives stay within defined production expectations (e.g., inbound call loop, etc.). Corrects errant activity and when appropriate provides feedback. Tracks daily results of work efforts to assure required levels of production and efficiency are achieved including ensuring the shared Commercial email boxes and voicemail boxes are handled daily. Communicates daily with portfolio managers and/or clients for situational needs or escalations. Able to professionally communicate with portfolio managers, other supervisors, and management team members to support agents and maximize customer satisfaction. Reviews list that agents have worked to ensure the agent has followed protocol for attempts. Resolves Human Resources issues, as necessary. Updates commercial connection website with information regarding client updates. Monitors employee timecards for discrepancies and corrects as needed. Assists audit department by doing random sample audits of account records. Supplements the efforts of our Audit Personnel by randomly monitoring some live calls. Monitors auto-dialer campaigns and collector's manual calling efforts. Reviews and submits monthly bonus information. Identifies process issues and suggests improvements and/or changes. Performs related duties as assigned by management. These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked () as essential on-site may still require partial on-site work to perform the role satisfactorily.

Requirements

High school diploma or equivalent, required.
6+ years’ experience in finance, collections, commercial, customer service, or a related industry.
Previous management experience.
This individual must be flex-able and able to work different hours/shifts if needed.
Must be a good motivator, self-driven, willing to do what it takes to "get the job done".
Managerial skills including strong organizational, communication, and leadership skills.
Ability to train and motivate employees.
Ability to manage data to maximize work efforts and multitask.
Excellent overall computer skills including Excel, email, and written skills.
Proficiency with technology, computers, software applications and phone systems
Ability to remain calm and professional during difficult situations.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator.
Employment will be contingent on this requirement.

Nice To Haves

Bachelor’s degree, preferred.

Responsibilities

Responsible for maintaining staff.
Provides guidance, leadership, and mentors personnel to develop and reinforce skills and effectiveness.
Understanding all products, services, procedures, and guidelines and communicate the same to all team members.
Monitors inbound Commercial call production and performance results involving Loss Mitigation options and resolutions on Commercial/Bridge loans.
Understanding historical data of payment history and notes to determine a resolution for delinquency.
Understanding and reviewing the Client Matrix to know what assistance can be offered.
Reviews commercial list for ACH’s that have not drafted and researching the issues.
Reviews list for upcoming maturity dates and reaches out to portfolio manager to get a plan of action.
Recognizing what workout plan would benefit the borrower and knowing the process, short sales, modifications, forbearances, extensions, repayment plans, etc.
Reviews documents to determine whether they meet eligibility requirements for assistance.
Reviews the Client Matrix to understand what can and cannot be offered to the borrower to assist with curing the delinquency.
Reviews resumes and completes interviews to fill open positions.
Proper documentation: detailed record of all customer communications, payment plans and future resolutions.
Communicates daily with workforce management regarding calls holding, dialer calls left to complete, when to start and stop campaigns, agents break and lunch schedules, etc.
Reviews feedback provided by portfolio managers and/or clients and implementing changes or coaching as needed.
Reviews and follows up on supervisor call backs.
Reviews and completes escalation complaints.
Ensures representatives stay within defined production expectations (e.g., inbound call loop, etc.).
Corrects errant activity and when appropriate provides feedback.
Tracks daily results of work efforts to assure required levels of production and efficiency are achieved including ensuring the shared Commercial email boxes and voicemail boxes are handled daily.
Communicates daily with portfolio managers and/or clients for situational needs or escalations.
Able to professionally communicate with portfolio managers, other supervisors, and management team members to support agents and maximize customer satisfaction.
Reviews list that agents have worked to ensure the agent has followed protocol for attempts.
Resolves Human Resources issues, as necessary.
Updates commercial connection website with information regarding client updates.
Monitors employee timecards for discrepancies and corrects as needed.
Assists audit department by doing random sample audits of account records.
Supplements the efforts of our Audit Personnel by randomly monitoring some live calls.
Monitors auto-dialer campaigns and collector's manual calling efforts.
Reviews and submits monthly bonus information.
Identifies process issues and suggests improvements and/or changes.
Performs related duties as assigned by management.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave
Pet insurance
Adoption Assistance
Tuition reimbursement
Employee Loan Program
The Newrez Employee Emergency and Disaster Fund is a new program to support our team members
Newrez NOW: Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee
Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions