Customer Resolution Intake Supervisor

Two Harbors Investment•Fort Mill, SC

3d•Onsite

About The Position

The Customer Resolution Intake Supervisor leads the Customer Resolution Intake team and has oversight of physical and electronic written communications, initiating business processes on behalf of internal stakeholders, acknowledging and responding to written customer inquiries, complaints, and requests for assistance. The Customer Resolution Intake Supervisor reports to the AVP–Customer Resolution and must develop strong working relationships with direct reports, key stakeholders, vendors, investors, co-workers, and customers.

Requirements

College degree required
1-3 years supervisory experience
Excellent communication skills (verbal and written)
Ability to direct, lead, and motivate others in a team environment
Detail oriented and organized
Strong analytical skills and numeric aptitude
Ability to meet goals and deadlines under pressure in a fast paced, stressful environment
Ability to work a flexible schedule to include required evening and weekend hours
Strong knowledge of RESPA guidelines and the legal responsibilities involved with servicing loans and responding to Notices of Error and Requests for Information

Responsibilities

Manage a team including motivating, hiring, training, performance management, and setting monthly goals
Address the escalation of issues and coordinate with appropriate internal and external resources to provide resolution
Lead the day to day practical implementation of the Company’s policies and procedures, as well as state and federal law requirements, with respect to customer correspondence, Notices of Error, and Requests for Information
Ensure team properly analyzes, create case in Correspondence Tracker, routs to the correct recipient, and initiates business processes in accordance with the documented procedures
Control the outbound handling of first class and certified USPS mail; commercial delivery service packages; outbound email; and outbound vendor fulfilled mailing
Maintain department regulatory compliance; keep informed on changes in regulation
Establish productivity objectives and strategies
Monitor productivity and provide assistance to staff when needed
Review/prepare reports for management
Create and update procedures for the team
Generate quality assessment reports
Recommend process improvements and training opportunities based on analysis of work produced
Contribute to continuous improvement projects to improve efficiency and lower costs
Other work related duties, as assigned
Responsible for meeting RoundPoint’s commitment to compliance