Customer Resolution Response Supervisor

Two Harbors Investment•Fort Mill, SC

3d•Onsite

About The Position

Lead a mortgage servicing correspondence team resolving written customer inquiries. The Customer Resolution Response Supervisor is responsible for ensuring all resolutions are communicated to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the time period provided by the CFPB Mortgage Servicing Rules, other applicable laws, and RPMS SLAs. The Customer Resolution Response 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) and persuasive communication style
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 and Requests for Information.
Control the pipeline of consumer inquiries and qualified written requests.
Control the creation of thoughtful, detailed, and actionable fact documentation; action item recommendations for process improvement; and clear, fair, and objective documentation of human error in each case file.
Control the resolution process to ensure that all resolutions are completed on the basis of what is best for our customers with a judicious appreciation of risk.
Alert leadership of emerging risks illustrated by customer communications and/or revealed during the resolution research process.
Act as an internal advocate for operational excellence and continuous improvement.
Control the process to ensure all correspondence is logged and tracked.
Maintain department regulatory compliance; keep informed on changes in regulation.
Establish productivity objectives and strategies.
Monitor productivity and provide assistance to staff when needed.